Support Operations Analyst
Thumbtack
IT / Development
Remote (Asia Time Zone Permitted)
Negotiable
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 NumbersAvailable in all 3,143 U.S. counties.Nearly 4.5 million customers in the last 12 monthsHundreds of thousands of local professionals on our platform65 million projects started on ThumbtackOver 7.5 million 5-star reviews left for stellar pros About The Trust And Safety TeamWe’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 RoleAs 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.ResponsibilitiesPartner with Trust and Safety Leaders and teams to conduct in-depth process analyses that guide strategic decisionsMake recommendations for new initiatives based on your deep understanding of our business and detailed analysis of proceduresTake full ownership of assigned projects & initiatives that drive positive impact for our customers, pros, and teamDevelop a level of expertise for any project or specialization assignedBuild and maintain relationships with cross-functional teams as required for the assigned projectsEstablish clear responsibilities and processes for monitoring and measuring results on initiatives and projectsSeek solutions to process level issues with appropriate parties, and resolves them with minimal guidanceRegularly question established processes and always seek to find new and better ways to take care of our customers/pros and improve our businessUncover root causes to difficult problems and design/implement strategic solutionsThoroughly plan and prioritize work to meet commitments aligned with department/company goalsBreak down objectives into appropriate initiatives and actionsStage activities with relevant milestones and schedulesMust-Have QualificationsIf 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 technologyStrong communicator with the ability to explain their findings and recommendations to various stakeholdersExperience with Process ImprovementExperience leading complex projects to successful outcomes that drive impactAbility to quickly adapt to shifting prioritiesLove of learningExceptional communicatorPlannerPrioritizerNice-To-Have QualificationsExperience in Trust and SafetyProficiency using SQL to query large datasetsLean/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.More About UsThumbtack is a technology leader building the modern home management platform. Through the Thumbtack app, homeowners can effortlessly manage their homes — confidently knowing what to do, when to do it, and who to hire. Bringing the $500 billion home services industry online, Thumbtack empowers millions of homeowners to fix, maintain, and improve their most valuable asset.Founded in 2008, Thumbtack is backed by over $500 million in funding from folks that include Sequoia Capital, CapitalG, Tiger Global Management, Javelin Investment Partners, Baillie Gifford.See what it’s like to work hereMeet the pros who inspire usFollow us on LinkedInDiscover our virtual first plan Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.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/ .Currently, Thumbtackers can live anywhere in Ontario, Canada or the Philippines or in any of the following US states: AZ, CA, CO, CT, FL, GA, HI, IL, IN, KY, MD, MA, MI, MN, MO, NE, NV, NH, NJ, NY, NC, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI. Our long term vision is to hire across all of the United States and Canada, but this expansion will take a few years.