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Added 13 mins ago
Business Analyst/Product Support
Verisk
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Full-time
Turn real user challenges into smarter product solutions. As a Business Analyst & Product Support Specialist on the Verisk Canada product team, you will combine analytical thinking,…
Added 13 mins ago
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Added 28 mins ago
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…incredibly important, we want to meet you. Bring your talents to a new streamlined energy company, dedicated to operational, commercial and safety excellence as we pursue our critical…
Added 42 mins ago
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Added 43 mins ago
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Added 58 mins ago
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Added 2 hours ago
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…investment solutions to institutional investors. We are breaking new ground with a full spectrum of solutions for a growing institutional client base of more than 1400 organizations. Our…
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…investment solutions to institutional investors. We are breaking new ground with a full spectrum of solutions for a growing institutional client base of more than 1400 organizations. Our…
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Added 6 hours ago
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Added 7 hours ago
Success Operations Analyst I
Thumbtack
Remote, Canada
Full-time · Remote
…frontline work more reliable. We combine analysis with hands-on program delivery, testing changes and scaling what…
Added 8 hours ago
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Added 8 hours ago
Cybersecurity Analyst - Operations
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Added 8 hours ago
Cybersecurity Analyst - Infrastructure
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Added 8 hours ago
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Added 9 hours ago
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Thumbtack

Success Operations Analyst I

Remote, Canada

Pay: 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
Job type: Full-time
Workplace: Remote
Posting language: English
Posted: Sep 25, 2026

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Original job description

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.

For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our 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.

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More about this job

Responsibilities

The Success Operations Analyst will own and manage defined operational programs, including customer recovery, contact strategy, and AI-enabled call center workflows. They will analyze performance data to identify failure points, implement process improvements, and coordinate cross-functional execution across various departments.

Requirements

Candidates must have 3–5 years of experience in operations, analytics, or program management with a proven track record of delivering cross-functional improvements. Proficiency in SQL, business intelligence tools, and experience with process design and AI-driven automation are required.

Skills

Success Operations
Marketplace Operations
Business Operations
Program Management
Analytics
SQL
Business Intelligence
Data Analysis
Process Improvement
Automation
AI Tools
Cross-functional Collaboration
Reporting
Stakeholder Management
Project Management

Remote locations

Ontario, Canada
British Columbia, Canada

Remote locations (standardized)

British Columbia, Canada
Ontario, Canada

Visa sponsorship

Not detected in the job text

Keywords

Success Operations
Marketplace Operations
Customer Success
Business Operations
Program Management
SQL
Business Intelligence
Data Analytics
Automation
Artificial Intelligence
Process Optimization
Conversion Analysis
Retention
Revenue Management
Cross-functional Leadership
Stakeholder Alignment
Reporting
Playbooks
Metric Definition
Quality Control
Customer Experience
Workflow Design
Project Launch
Performance Measurement
Operational Data

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