AI-Driven Success Operations Analyst

Thumbtack; Victoria; On-site; CAD 78,000 - 101,000; Full time

Job summary

Thumbtack is seeking a Success Operations Analyst to own defined programs and drive cross‑functional work from problem definition through launch, measurement, and iteration. You’ll focus on Customer Success operations, including recovery, cross‑sell, contact strategy, and AI-enabled inbound call center programs, while collaborating with diverse teams and partners to scale impact.

You will test new approaches, validate results, and push automation where it improves speed, quality, and

Qualifications

• 3–5 years of experience in Success Operations or related field.
• Proven ability to deliver cross-functional operational work that improves outcomes.
• Strong analytical judgment with experience working with operational data.
• Working proficiency with SQL and BI/reporting tools.
• Experience designing and documenting processes and using automation to scale work.
• Experience using AI in repeatable tasks and knowing when human review is needed.
• Clear written and verbal communication with good prioritization.

Responsibilities

• Own defined Success Operations programs focused on customer recovery, cross-sell, contact strategy, unresponsive customers, and AI-enabled call center operations.
• Analyze conversion, retention, revenue, cost to serve, productivity, quality, and customer experience data; translate findings into actions.
• Improve workflows by identifying failure points, clarifying handoffs, documenting procedures, and implementing changes for speed and reliability.
• Test new approaches within programs, including AI tools and lightweight automation; verify outputs and coordinate with technical partners.
• Coordinate execution across multiple teams: Success, Service, Partnerships, Product, Data Science, Engineering, Finance, Legal, Marketing.
• Build and maintain reporting, playbooks, metric definitions, and quality controls to run programs consistently.

Skills

Analytical skills

Cross-functional collaboration

Communication skills

Tools

SQL

BI tools

Reporting tools

Job description

Thumbtack is seeking a Success Operations Analyst to own defined programs and drive cross‑functional work from problem definition through launch, measurement, and iteration. You’ll focus on Customer Success operations, including recovery, cross‑sell, contact strategy, and AI-enabled inbound call center programs, while collaborating with diverse teams and partners to scale impact.

You will test new approaches, validate results, and push automation where it improves speed, quality, and