Success Operations Analyst, Thumbtack
$78.2-101.2k
OTE
More information about location
Local services marketplace app
Be an early applicant
Local services marketplace app
1001+ employees
Be an early applicant
$78.2-101.2k
OTE
More information about location
1001+ employees
Company mission
Thumbtack's mission is to help homeowners care for their homes, all the way from minor retouching to fundamental remodelling projects.
Role
Who you are
- 3–5 years of experience in Success Operations, Customer Success Operations, Marketplace Operations, Business Operations, program management, analytics, consulting, or a related field
- A track record of independently delivering cross-functional operational work that improved customer outcomes, growth, efficiency, quality, or reliability
- Strong analytical judgment and experience working with operational data, including defining useful metrics, investigating root causes, and explaining results and limitations
- Working proficiency with SQL and business intelligence or reporting tools, or equivalent experience independently accessing, combining, and interpreting operational data
- Experience designing and documenting processes, improving handoffs, and using systems or automation to make work more scalable
- Practical experience using AI in repeatable work, checking its outputs, and identifying where human judgment or review is needed
- Clear written and verbal communication, sound prioritization, and the ability to move work forward with stakeholders through moderate ambiguity
What the job involves
- As a Success Operations Analyst, you’ll independently own defined programs and process areas while helping advance larger, multi-quarter priorities
- You’ll bring structure to moderate ambiguity, connect analysis to action, and drive work from problem definition through launch, measurement, and iteration
- You’ll operate with a blend of autonomy and manager support, making sound decisions within your scope and escalating tradeoffs or dependencies when needed
- Your initial portfolio is expected to focus on Customer Success operations, including customer recovery and cross-sell, contact strategy, unresponsive-customer workflows, and our AI-enabled inbound call center program
- As priorities change, you may also contribute to Pro Success, supply and fulfillment, partnerships, experiments, and team-wide planning and reporting
- The right person will improve how today’s work runs while spotting where AI and automation make an entirely better workflow possible
- Own defined Success Operations programs, initially focused on customer recovery, cross-sell, contact strategy, unresponsive-customer workflows, and AI-enabled inbound call center operations. Set goals, milestones, owners, and success measures; manage launch and ongoing performance
- Analyze conversion, retention, revenue, cost to serve, productivity, quality, and customer experience data. Validate results, investigate changes, and turn findings into clear recommendations and next steps
- Improve operational workflows by finding failure points, clarifying handoffs, documenting procedures, and implementing changes that increase speed, quality, and reliability
- Test new approaches within your programs, including approved AI tools and lightweight automation. Verify outputs, measure impact, and work with technical partners when broader system changes are needed
- Coordinate execution across Success, Service, Partnerships, Product, Data Science, Engineering, Finance, Legal, and Marketing. Align stakeholders, surface risks, resolve dependencies, and communicate decisions and progress
- Build and maintain the reporting, playbooks, metric definitions, and quality controls that help teams run programs consistently and identify where to improve
Our take
ThumbTack is a local services marketplace app that pairs customers with skilled professionals. Instead of simply searching for a professional, users provide ThumbTack with details of the job they need completing and the professionals then pitch their services to the potential customer using credits. ThumbTack makes its money by charging the professional for these credits.
It positions itself as something a little different in a saturated local services space that is dominated by companies like Angie’s List, TaskRabbit, Yelp, eBay, and Amazon. It also focuses on a broad range of professionals, from traditional home services like electricians and painters to photographers, personal trainers, and birthday party magicians.
The COVID-19 pandemic saw a boost in business for ThumbTack as more people stayed at home and made changes to their properties, increasing the demand for home professionals. In fact, after 2019, the company doubled in value to $3.2 billion with its 2021 raise. Since its 2024 funding round, its updated app has 30 new features, and the company is partnering with the likes of trade-powering platform and Unicorn ServiceTitan, indicating Thumbtack's sustained sway in the market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-5% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Jun 2021
$275m
LATE VC
Jul 2019
$150m
SERIES F
Total funding: $699.4m
Company benefits
- Parental leave
- Health insurance
- Community matters | Sure, our ways of connecting have changed. But we haven’t missed a beat, from virtual concerts to “TTversary” celebrations to weekly catch-ups
- Always be improving | We bring out the best in our colleagues — and our product — by pushing each beyond what we believe we’re capable of. We give honest feedback, even when it’s hard
- Wellness is a way of life | We promote balance with generous PTO and company-wide holidays — and find our centers every Wellness Wednesday with yoga featuring a Thumbtack pro
- A worthy mission | In a world where tech is often seen as eroding good jobs, we’re helping small business owners thrive. Our product makes entrepreneurship accessible to everyone
- Driven by our values | Our values are the compass by which we make all our decisions. Each one matters: Lead with why, Make it count, Own it, Choose teamwork, and Say what you mean
- Plus, amazing benefits | All the benefits you’d expect, plus a few more: generous parental and fertility benefits, $1800 for Thumbtack services per year and a $1200 remote work stipend
- Virtual-first working model coupled with quarterly in-person events and Camp Thumbtack
- 20+ company-wide holidays including two week-long shutdowns
- Libraries (collaborative workspaces) in San Francisco, Salt Lake City, Toronto, and Manila
- Cell phone and WiFi reimbursements
- Subscriptions and Employee Assistance Program for mental health and well-being
Company HQ
SoMa, San Francisco, CA
Leadership
Marco Zappacosta
(Co-Founder & CEO)Having studied at Columbia University, Marco co-founded Thumbtack in August 2008. He has served as CEO since January 2009.
Jonathan Swanson
(Co-Founder & Chairman)Jonathan started his career creating financial market reports for the White House before co-founding Thumbtack in 2008. Currently Founder at Powerset and Athena.
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