Success Operations Analyst I

Thumbtack

. Own defined Success Operations programs focused initially on customer recovery, cross-sell, contact strategy, unresponsive-customer workflows, and AI-enabled inbound call center operations .

Posted 9/26/2026full-timeRemote • Canada, Philippines, United StatesMid-LevelSenior💰 CA$78,200 - CA$101,200 per yearWebsite

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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

What you’ll need

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