Lead Data Scientist, Operations
Operations Data Science
Team
Thumbtack helps millions of people confidently care for their homes.
Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance, and bigger improvements. We help homeowners know projects to do, when to do them, and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.
About the Commercial Operations Data Science Team Thumbtack’s Ops Data Science team is a tight-knit group charged with providing actionable insights for Thumbtack’s Sales Operations, Product Operations, Customer Service Operations, Trust and Safety, Enablement and QA teams. We collaborate with various groups across the company on a wide variety of projects; everything from click-level data from our online HelpCenter, to call-level data from our outbound sales teams, to search- and conversation-level data between pros and customers from our product database. The Commercial Operations Data Science team is part of a global team of more than 40 data scientists across the United States and Canada.
“Thumbtack offers abundant opportunities for learning and innovation while solving real-world challenges in collaboration with diverse teams."
Jessie
Director, Product Data Science
“Thumbtack offers abundant opportunities for learning and innovation while solving real-world challenges in collaboration with diverse teams."
Jessie
Director, Product Data Science
About the Role
As a Lead Data Scientist, you’ll partner with leaders in Thumbtack’s Customer Service and Product Operations teams, as well as other operations groups, to shape strategy and build robust data infrastructure. This role requires an emphasis on leveraging best-in-class data science and analytics methods to deliver actionable insights as well as designing and building scalable source-of-truth infrastructure to support data-driven decision-making for Customer Service, Sales, and Product Operations. You’ll be a proactive contributor driving impact through data warehousing, pipeline development, and analytic frameworks. You will support Thumbtack’s Customer Service team by enabling better tracking of service performance, identifying opportunities for efficiency, and improving customer experience metrics. For Product Operations, you’ll develop tools to analyze workflows and user sentiment, as well as measure product adoption and engagement. Additionally, you will work across teams to ensure consistent data definitions, accurate reporting, and scalable data processes. Data Scientists also collaborate with partners in Internal Tools, Data Engineering, Marketing and Product teams on broader efforts where product and operations overlap. You will be expected to quickly build technical and content expertise about our platform. You will be involved in scoping, prioritization and execution of tasks related to new company initiatives and programs while also gathering, organizing and presenting insights, trends, and predictions to partners and stakeholders. Challenges The Data Science team is a centralized function with individual members embedded in specific business lanes. Data Scientists are expected to have a strong technical background, ask the right questions, and are comfortable rolling up their sleeves to find the answers. The role is highly collaborative and requires a deep understanding of the vision and objectives of the Customer Service and Product Operations teams. Partnering proactively with leadership, Data Scientists refine strategy, identify opportunities to drive progress on strategic company initiatives, and prioritize effectively. Responsibilities:- Partner with leaders of Thumbtack’s Customer Service and Product Operations teams to conduct in-depth quantitative analyses that guide strategic decisions
- Make recommendations based on detailed analysis and a deep understanding of our business
- Build and maintain reports, models, metrics, and visualizations which provide insight into user experiences and operational performance
- Develop and maintain source-of-truth infrastructure for operations teams to ensure consistent, accurate, and scalable reporting
- Work with Ops and Finance teams to measure the impact of Service and Product Operations initiatives
- Maintain SQL queries and dashboards that underpin analysis and reporting infrastructure
- Identify key drivers of core business outcomes through regression analyses and other statistical techniques
- Design and run experiments to test hypotheses, improve workflows, and optimize strategies for the Service and Product Operations teams
- Contribute to our team and company data culture through peer collaboration, training, coaching and more
- BA/BS degree, preferably in Economics, Statistics, Math, or Computer Science
- Passion for using data to drive business impact in an operational environment, including running A/B experiments and applying causal analysis techniques to business process data
- Experience analyzing user experience and operational data (both product and survey data), preferably in a technology or marketplace company
- Strong written and verbal communication skills: this role will require writing content and explaining results to internal and external audiences
- Strong experience using SQL to query large datasets, proficiency with data visualization software (e.g., Tableau, Looker), and familiarity with statistics/programming languages (e.g., R, Python)
- Ability to detect and debug data anomalies in complex operational processes and a track record of working with business leaders to drive improvements and efficiencies
- Demonstrated ability to self-motivate and drive projects independently as well as partner successfully with cross-functional teams
- Master’s degree in Applied Economics, Statistics, Data Science or related fields
- Familiarity with data science and processes of operational business lanes such as Customer Service, Business Development, Sales, or Business Operations
- Experience with building data pipelines and data warehouses to support scalable data analytics
- Working knowledge of Looker and LookML. You know how to use it effectively and have deep enough knowledge to grow the team by training others
Perks & Benefits
Supporting you at work and beyond
In addition to our virtual-first model, we offer:
Recharge with PTO, in addition to 20 company-wide holidays each year, including a week-long end-of-year shutdown.
$1,000 USD/$1,400 CAD annual stipend for professional development, self care, office set-up and more. We also provide cell phone and Wi-Fi reimbursements.
All parents receive up to 12 weeks of paid parental leave, and birthing parents receive 8 additional weeks, for a total of 20 weeks of 100% paid parental leave (US & CAN).
$30,000 USD/CAD lifetime max reimbursement for family planning.
12 coaching sessions and 12 therapy sessions for yourself and your dependents. We also offer one-on-one financial guidance from a financial wellness provider.
$1,800 USD/CAD annual stipend to book a pro on Thumbtack for virtual or in-person services — anything from home care services to planning a child’s birthday party and beyond.
Perks & Benefits
Supporting you at work and beyond
In addition to our virtual-first model, we offer:
30 days of PTO (pro-rated based on start date), including a week-long, end-of-year shutdown and a 15% night shift differential.
PHP 46,000.00 annual stipend to use for professional development, self care, office set-up and more. We also provide PHP 1,500/month internet allowance.
12 coaching sessions and 12 therapy sessions for yourself and your dependents. We also offer one-on-one financial guidance from a financial wellness provider.
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HMO coverage includes yourself and up to three of your dependents (two at no cost). We also cover common-law and same-sex domestic partners.
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