Open Roles Within Our Portfolio

Service Operations Analyst

Thumbtack

Thumbtack

IT, Operations
Philippines · Remote
Posted on Wednesday, July 3, 2024

A home is the biggest investment most people make, and yet, it doesn’t come with a manual. That's why we’re building the only app homeowners need to effortlessly manage their homes — knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $600B+ industry — we must be doing something right.

We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We’re seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.

At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we’ll build together.

Thumbtack by the Numbers

  • Available nationwide in every U.S. county
  • 80 million projects started on Thumbtack
  • 10 million 5-star reviews and counting
  • Pros earn billions on our platform
  • 1000+ employees
  • $3.2 billion valuation (June, 2021)

About the Service Operations Team

The Service Operations team functions as the operational and shared services hub for our Service teams. It's the backbone that facilitates the realization of our Service team's goals, orchestrating a seamless operational environment through meticulous oversight of governance, labor management, project coordination, and other critical backend service operations.

Comprising three essential pillars—Operational Excellence, Operations Planning, and Operations Consulting—the Service Operations team embodies our commitment to delivering excellence in every aspect of our service delivery. The Operational Excellence pillar focuses on refining processes and procedures to ensure the highest standards of quality and efficiency. Operations Planning is dedicated to strategic resource allocation and scheduling, optimizing workforce capabilities to meet dynamic demands effectively. Meanwhile, Operations Consulting offers product and processes expert guidance, leveraging experience, industry insights, and best practices to support our frontline teams.

As a cornerstone of our operations, the Service Operations team plays a pivotal role in enhancing operational efficiency, enabling us to serve our Customers and Pros optimally.

About the Role

The Service Operations Analyst role is dedicated to enhancing processes, standards, methodologies, and management systems within the Service Operations team. By focusing on improving consistency, efficiency, and overall value to the organization, this role plays a vital part in driving operational excellence.

Responsibilities

Operating within a highly interdisciplinary team, the role requires a diverse skill set, including proficiency in project management and operations analysis. Reporting directly to the Head of Service Operations, you'll collaborate closely with the Operational Excellence team and cross-functional partners. Together, you'll develop and maintain performance ETLs, dashboards, comp attainment dashboards, and processes. Your insights will be instrumental in optimizing the Service funnel and driving continuous improvement within the department.

What you’ll need

  • Analytical Skills: Proficiency in data analysis, including the ability to interpret and draw insights from complex datasets to inform decision-making and identify opportunities for improvement.
  • Technical Proficiency:
    • 3+ years experience writing SQL
    • 3+ years experience using visualization platforms such as Tableau, Looker or equivalent
    • 3+ years experience blending HR, App/Website Usage, and CRM data (Salesforce, Workday and Genesys strongly preferred)
    • 2+ years experience in project management software such as JIRA, Asana or equivalent.
  • Problem-Solving Abilities: Strong problem-solving skills to effectively address operational challenges, develop innovative solutions, and optimize processes.
  • Project Management Skills: Basic project management skills to plan, prioritize, and execute tasks effectively, ensuring projects are completed on time and within scope.
  • Business Acumen: Understanding of Service, Customer Service operations and key performance indicators (KPIs) to contextualize analysis findings and align operational efforts with organizational goals.
  • Adaptability: Ability to adapt to changing priorities, work under pressure, and thrive in a fast-paced environment.
  • Collaboration Skills: Strong teamwork and collaboration skills to work effectively with cross-functional teams and stakeholders to achieve common objectives.

Bonus points if you have

  • Experience with compensation research and data analysis

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.* Learn more about our virtual-first working model here. #LI-Remote

Benefits & Perks
  • Virtual-first working model coupled with in-person events
  • 20 company-wide holidays including a week-long end-of-year company shutdown
  • Library (optional use collaboration & connection hub) in San Francisco
  • WiFi reimbursements
  • Cell phone reimbursements (North America)
  • Employee Assistance Program for mental health and well-being

Learn More About Us

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.

If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/ .