成功运营分析师 I
Success Operations Analyst I
### **Thumbtack 帮助数百万用户自信地照顾自己的家。**
Thumbtack 是您需要的唯一应用，用于维护和改善您的家——从个性化指导到 AI 工具以及一流的招聘体验。每天在美国每个县，人们都选择 Thumbtack 完成紧急维修、季节性维护和更大的改进项目。我们帮助房主知道该做什么项目、何时做以及从我们不断增长的 30 万本地服务企业社区中聘请谁。如果创造影响激励你，加入我们吧。想象一下我们将一起打造什么。
### **关于成功运营团队**
成功运营团队设计程序、流程、工具和操作节奏，以帮助 Thumbtack 的成功组织有效服务客户和专业人士。我们将公司优先事项转化为可衡量的工作，涵盖客户恢复、专业成功、合作伙伴履行以及其他市场运营。我们的团队与成功、服务、产品、数据科学、工程、财务和其他职能合作，以提高结果并使一线工作更加可靠。我们结合分析与实际的项目交付，测试变化并扩展有效的方法。
### 关于该职位
作为成功运营分析师，你将独立负责定义的项目和流程领域，同时帮助推进更大规模的多季度优先事项。你将为中等程度的模糊性带来结构，将分析与行动联系起来，并从问题定义到发布、测量和迭代推动工作。你将在自主性和经理支持之间进行操作，在你的范围内做出明智的决策，并在需要时升级权衡或依赖关系。
你的初始职责将集中在客户成功运营上，包括客户恢复和交叉销售、联系策略、无响应客户流程，以及我们的 AI 支持的来电中心项目。随着优先事项的变化，你可能还会参与专业成功、供应和履行、合作伙伴关系、实验以及团队范围内的计划和报告。合适的人选将改善当前的工作方式，同时发现 AI 和自动化可以带来更优工作流程的地方。
### **你将负责**
- 负责定义的成功运营项目，最初集中在客户恢复、交叉销售、联系策略、无响应客户流程和 AI 支持的来电中心运营上。设定目标、里程碑、负责人和成功指标；管理发布和持续表现。
查看英文原文
### **Thumbtack helps millions of people confidently care for their homes.**
Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.
### **About the Success Operations Team**
Success Operations designs the programs, processes, tools, and operating rhythms that help Thumbtack’s Success organization serve customers and pros effectively. We turn company priorities into measurable work across customer recovery, Pro Success, partner fulfillment, and other marketplace operations. Our team partners with Success, Service, Product, Data Science, Engineering, Finance, and other functions to improve outcomes and make frontline work more reliable. We combine analysis with hands-on program delivery, testing changes and scaling what works.
### About the role
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.
### **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.
### **In order to be successful, you must bring**
- 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.
### **Expected salary ranges**
- For candidates living in Ontario and British Columbia, the expected total cash compensation (base salary + variable pay, if applicable) range for this role is currently $78,200 - $101,200
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.
Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and 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 federal, provincial, state, or local law. We also 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. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [recruitingops@thumbtack.com](mailto:recruitingops@thumbtack.com).
For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our [Job Applicant Privacy Policy](https://www.thumbtack.com/job-applicant-privacy-policy).
We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. [Check out our blueprint on how to spot the fakes.](https://careers.thumbtack.com/recruiting-scams)