About the Service Operations Team
The Service Operations team functions as the operational and shared services hub for our Service teams. It's the backbone that facilitates the realization of our Service team's goals, orchestrating a seamless operational environment through meticulous oversight of governance, labor management, project coordination, and other critical backend service operations.
Comprising three essential pillars—Operational Excellence, Operations Planning, and Operations Consulting—the Service Operations team embodies our commitment to delivering excellence in every aspect of our service delivery. The Operational Excellence pillar focuses on refining processes and procedures to ensure the highest standards of quality and efficiency. Operations Planning is dedicated to strategic resource allocation and scheduling, optimizing workforce capabilities to meet dynamic demands effectively. Meanwhile, Operations Consulting offers product and processes expert guidance, leveraging experience, industry insights, and best practices to support our frontline teams.
As a cornerstone of our operations, the Service Operations team plays a pivotal role in enhancing operational efficiency, enabling us to serve our Customers and Pros optimally.
About the Role
The Service Operations Analyst role is dedicated to enhancing processes, standards, methodologies, and management systems within the Service Operations team. By focusing on improving consistency, efficiency, and overall value to the organization, this role plays a vital part in driving operational excellence.
Responsibilities
Operating within a highly interdisciplinary team, the role requires a diverse skill set, including proficiency in project management and operations analysis. Reporting directly to the Head of Service Operations, you'll collaborate closely with the Operational Excellence team and cross-functional partners. Together, you'll develop and maintain performance ETLs, dashboards, comp attainment dashboards, and processes. Your insights will be instrumental in optimizing the Service funnel and driving continuous improvement within the department.
What you’ll need
- Analytical Skills: Proficiency in data analysis, including the ability to interpret and draw insights from complex datasets to inform decision-making and identify opportunities for improvement.
- Technical Proficiency:
- 3+ years experience writing SQL
- 3+ years experience using visualization platforms such as Tableau, Looker or equivalent
- 3+ years experience blending HR, App/Website Usage, and CRM data (Salesforce, Workday and Genesys strongly preferred)
- 2+ years experience in project management software such as JIRA, Asana or equivalent.
- Problem-Solving Abilities: Strong problem-solving skills to effectively address operational challenges, develop innovative solutions, and optimize processes.
- Project Management Skills: Basic project management skills to plan, prioritize, and execute tasks effectively, ensuring projects are completed on time and within scope.
- Business Acumen: Understanding of Service, Customer Service operations and key performance indicators (KPIs) to contextualize analysis findings and align operational efforts with organizational goals.
- Adaptability: Ability to adapt to changing priorities, work under pressure, and thrive in a fast-paced environment.
- Collaboration Skills: Strong teamwork and collaboration skills to work effectively with cross-functional teams and stakeholders to achieve common objectives.
Bonus points if you have
- Experience with compensation research and data analysis
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.* Learn more about our virtual-first working model here. #LI-Remote
