Success Operations Analyst
- Canada
- Mid Level
- 3+ years
- Posted
Skills
Required
- Marketplace Operations
- program management
- analytics
- SQL
- business intelligence
- reporting tools
- designing and documenting processes
- systems / automation
Preferred
- AI
- test new approaches
- validate results
Thumbtack as a Success Operations Analyst, where you'll independently own defined programs and process areas, bringing structure to ambiguity and driving work from problem definition through launch, measurement, and iteration. Your initial focus will be on Customer Success operations, with opportunities to contribute to various other areas as priorities change.
Responsibilities
- You'll analyze data, improve operational workflows, test new approaches, coordinate execution across multiple teams, and build and maintain reporting and quality controls.
- Enjoy a virtual-first working model, generous benefits, and a mission-driven environment.
- Independently own defined programs and process areas within Success Operations, focusing on customer recovery, cross-sell, contact strategy, and AI-enabled inbound call center operations.
- Analyze conversion, retention, revenue, cost to serve, productivity, quality, and customer experience data to validate results, investigate changes, and turn findings into clear recommendations.
- Coordinate execution across various departments, align stakeholders, surface risks, resolve dependencies, and communicate decisions and progress.
- Practical experience using AI in repeatable work, checking its outputs, and identifying where human judgment or review is needed
Requirements
- 3–5 years of experience in Success Operations, Customer Success Operations, Marketplace Operations, Business Operations, program management, analytics, consulting, or a related field
- 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
- Clear written and verbal communication, sound prioritization, and the ability to move work forward with stakeholders through moderate ambiguity
- Strong analytical judgment and experience working with operational data, including defining useful metrics, investigating root causes, and explaining results and limitations
Preferred
- A track record of independently delivering cross-functional operational work that improved customer outcomes, growth, efficiency, quality, or reliability
Pay
USD 78,200 - 101,200