Remote Support Operations Analyst at Thumbtack

We’re the technology leader building the modern home management platform. Today, millions of people use Thumbtack to effortlessly manage their homes. We help them confidently know what to do, when to do it and who to hire.

Our goal is simple: to be the only platform homeowners need to fix, maintain and improve their homes. As a long-term partner for homeowners, our promise is to turn what was once confusing and intimidating into something straightforward ?” and a lot less stressful.

At Thumbtack, we’re not just creating a new era of homeownership. We’re supporting local economies and building stronger communities. Each day, we connect local professionals across America with busy homeowners so they can grow their businesses.

Thumbtack is for everyone. Our customers and pros come from all walks of life and every county in the country. We want our team to reflect that. If you come from an underrepresented background in tech, we strongly encourage you to apply.

Our North Star is bright and our ambitions are big. We’ve been at this for over a decade, but the way we see it: we’re just getting started.

Thumbtack by the Numbers

• Available in all 3,143 U.S. counties.
• Nearly 4.5 million customers in the last 12 months
• Hundreds of thousands of local professionals on our platform
• 65 million projects started on Thumbtack
• Over 7.5 million 5-star reviews left for stellar pros

About the Trust and Safety Proactive Team

We’re looking for an Operations Analyst to help drive our efforts in building Thumbtack into the safest and most trusted marketplace for local services. You’ll work on our Trust and Safety Support Operations team to help provide actionable insights to improve our processes and procedures and help drive those initiatives. You’ll collaborate with various groups across the company on a wide variety of projects. From improving the way we train our team to building out new processes and procedures to handle concerns for our pros and customers.

About the Role

As an MTS Operations Analyst, you’ll work on a vast array of projects and initiatives to help our department improve how we operate and care for our customers, pros, and team. You’ll be expected to quickly build a level of expertise for any specialization or project you are assigned and drive results through those initiatives. Operation Analysts also collaborate with cross-functional teams on projects where broader department efforts overlap.

Responsibilities

• Partner with Trust and Safety Leaders and teams to conduct in-depth process analyses that guide strategic decisions
• Make recommendations for new initiatives based on your deep understanding of our business and detailed analysis of procedures
• Take full ownership of assigned projects & initiatives that drive positive impact for our customers, pros, and team
• Develop a level of expertise for any project or specialization assigned
• Build and maintain relationships with cross-functional teams as required for the assigned projects
• Establish clear responsibilities and processes for monitoring and measuring results on initiatives and projects
• Seek solutions to process level issues with appropriate parties, and resolves them with minimal guidance
• Regularly question established processes and always seek to find new and better ways to take care of our customers/pros and improve our business
• Uncover root causes to difficult problems and design/implement strategic solutions
• Thoroughly plan and prioritize work to meet commitments aligned with department/company goals
  • Break down objectives into appropriate initiatives and actions
  • Stage activities with relevant milestones and schedules

Must-Have Qualifications

If you don’t think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we’re looking for someone excited to join the team.

• 2+ years experience working in a process improvement or project management role, preferably in operations, consulting, or technology
• Strong communicator with the ability to explain their findings and recommendations to various stakeholders
• Experience with Process Improvement
• Experience leading complex projects to successful outcomes that drive impact
• Ability to quickly adapt to shifting priorities
• Love of learning
• Exceptional communicator
• Planner
• Prioritizer

Nice-To-Have Qualifications

• Experience in Trust and Safety
• Proficiency using SQL to query large datasets
• Lean/Six Sigma Certification

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines*. When it is safe to gather, we will begin to host in-person events on a regular basis. Remote employees will be expected to travel occasionally for these events to a Thumbtack library or offsite team-building location. In cities with 5+ employees, we are establishing local communities, where employees can gather for local events. Additionally, employees in the San Francisco, Salt Lake City, Toronto and Manila areas will have opt-in access to communal workspace at one of our Thumbtack libraries. We always prioritize the health and safety of our employees. Currently, participation in these events and Thumbtack library use are optional. Both require employees to be fully vaccinated.

*Currently, Thumbtackers can live anywhere in Ontario or British Columbia, Canada or the Philippines or in any of the following US states: AZ, CA, CO, CT, FL, GA, HI, ID, IL, IN, KS, KY, MD, MA, MI, MN, MO, NE, NV, NH, NJ, NM, NY, NC, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, Washington DC. Our long term vision is to hire across all of the United States and Canada, but this expansion will take a few years.