Success Operations Analyst I
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Success Operations Analyst improving customer recovery, cross-sell, and AI-enabled call-center workflows. Thumbtack connects homeowners with local home-service businesses.
Responsibilities:
- Own defined Success Operations programs focused initially 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 program launches and ongoing performance
- Analyze conversion, retention, revenue, cost to serve, productivity, quality, and customer experience data
- Validate results, investigate changes, and turn findings into recommendations and next steps
- Improve operational workflows by identifying failure points, clarifying handoffs, documenting procedures, and implementing changes
- Test approved AI tools and lightweight automation, verify outputs, measure impact, and coordinate broader system changes with technical partners
- Coordinate execution across Success, Service, Partnerships, Product, Data Science, Engineering, Finance, Legal, and Marketing
- Build and maintain reporting, playbooks, metric definitions, and quality controls
- Contribute to Pro Success, supply and fulfillment, partnerships, experiments, and team-wide planning and reporting as priorities change
Requirements:
- 3–5 years of experience in Success Operations, Customer Success Operations, Marketplace Operations, Business Operations, program management, analytics, consulting, or a related field
- 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 ability to move work forward with stakeholders through moderate ambiguity
- Must be able to work from an eligible listed location
- Must answer employment visa sponsorship question
Similar Jobs
General and Operations Manager
General and Operations Managers evaluating AI-generated operational content for Mercor, which trains frontier AI models. Reviewing management workflows, staffing, budgeting, and performance decisions.
Donor Recruitment Process Manager
Donor recruitment process manager improving systems, sales processes, and operational performance for Vitalant, a nonprofit blood collection organization. Leading data-driven initiatives across nationwide donor recruitment teams.
Operations Coordinator
Remote Operations Coordinator coordinating public and private training logistics for Fast Lane Consulting and Education Services. Managing enrollments, courseware, virtual events, vendors, reporting, and customer support.
Senior Operations Lead, Fraud
Senior Fraud Operations Lead protecting Mission Lane credit cardholders from fraudulent activity. Coaching Fraud Associates and shaping scalable fraud operations processes.
Homeless Services Manager, Request and Operations
Homeless Services Manager leading HMIS support operations for ICF, a global advisory and technology services provider. Managing technical support teams, customer outcomes, and operational improvement for homelessness services.
Senior Process Improvement Advisor
Senior process improvement advisor leading operational excellence initiatives for Evernorth Health Services, which delivers pharmacy, care, and benefit solutions. Improving PBM processes, quality, efficiency, and service delivery.
Customer Operations Specialist
Customer Operations Specialist supporting complex pricing operations for US Foods, a major foodservice distributor. Maintaining contracts, customer data, audits, and pricing processes remotely across the U.S.
Manager, Medical Detention Operations
Managing compliant healthcare programs across nationwide detention facilities for GardaWorld Federal Services. Overseeing staffing, audits, quality improvement, contracts, and government stakeholders.
CRM Operations Manager
CRM Operations Manager executing H&R Block’s email and lifecycle campaigns in Salesforce Marketing Cloud and Adobe Journey Optimizer. Supporting customer engagement, retention, and revenue growth.
Director of Technical Operations
Director leading hands-on AWS infrastructure, reliability, security, and IT operations at Deque. Scaling systems operations for a web accessibility software and services company.
Engineering Operations Coordinator
Engineering Operations Coordinator managing project administration, systems, billing readiness, and operational support. Supporting YA Group’s forensic consulting and engineering services.
Energy Savings Operations Analyst
Operations Analyst improving Franklin Energy’s multifamily home energy savings program through Excel tools, reporting, project management, and process enhancements.
Director, Process Improvement
Director leading process improvement and operational excellence for Alignment Health’s Medicare Advantage operations. Redesigning workflows, managing transformation initiatives, and improving member and provider outcomes.
Flight Operations Manager
Flight Operations Manager coordinating J.S. Held’s enterprise drone program. Managing fleet compliance, FAA requirements, billing, technology, vendors, and cross-functional operations.
Creative Operations Coordinator
Creative Operations Coordinator coordinating and quality-checking video projects for a performance marketing agency serving financial advisors. Managing deadlines, revisions, deliverables, and editor feedback remotely.
IP Operations Systems Specialist
IP Operations Systems Specialist maintaining patent and trademark systems for Fish & Richardson, a global intellectual property law firm. Auditing data, producing reports, and supporting automation initiatives.
Phlebotomy Operations Specialist
Phlebotomy operations specialist managing national phlebotomist networks for BillionToOne’s prenatal diagnostics. Coordinating staffing, scheduling, vendors, supplies, and Patient Service Center launches.
Senior Procurement Operations Specialist – Coupa
Senior Procurement Operations and Coupa Specialist optimizing P2P workflows, supplier onboarding, reporting, and compliance for Mercury Insurance. Supporting Coupa implementation and user adoption.
Senior Manager, Talent Operations
Senior Talent Operations Manager building recruiting systems, analytics, and processes for Zocdoc’s digital healthcare marketplace. Leading Recruiting Coordinators while scaling talent operations globally.
Senior Analyst, Sales Strategy & Operations
Senior Analyst optimizing sales operations through analytics, dashboards, and Salesforce processes. Human Interest is a fintech expanding retirement access for small and medium-sized businesses.