[Hiring] Success Operations Analyst @Thumbtack

Role Description

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
• Cross-sell
• Contact strategy
• Unresponsive-customer workflows
• AI-enabled inbound call center program

The right person will improve how today’s work runs while spotting where AI and automation make an entirely better workflow possible.

What you’ll do:

• 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.

Qualifications

• 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.

Requirements

• Expected total cash compensation (base salary + variable pay, if applicable) range for this role is currently $78,200 - $101,200 for candidates living in Ontario and British Columbia.
• Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

Benefits

• Thumbtack embraces diversity and is an equal opportunity workplace.
• We do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by law.
• We will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.
• Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities.