Workforce Management Real-Time Analyst
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 WFM Team
Our Workforce Management (WFM) team ensures operational stability by combining smart planning with real-time execution. We forecast demand, develop staffing plans, and make adjustments in real-time to keep performance on track and minimize disruptions. By protecting service commitments and driving consistency, we help Thumbtack deliver a seamless, reliable experience that builds long-term trust with pros and customers.
“I love working at Thumbtack because I get to work with smart and motivated people who push me to do my best…It feels great to be part of a team that creates real impact every day.”
Al
Director Quality
“I love working at Thumbtack because I get to work with smart and motivated people who push me to do my best…It feels great to be part of a team that creates real impact every day.”
Al
Director Quality
About the Role
As a Real-Time Analyst (RTA), you’ll be at the center of keeping Thumbtack’s operations running seamlessly every day. Your work helps ensure that customers and pros experience reliable, timely support by monitoring activity, anticipating issues, and making quick adjustments when needed. This role gives you the chance to make an immediate impact, building stability for the business through real-time decision-making.
What you’ll do
- Monitor real-time queues and performance across multiple channels to ensure service levels are consistently met.
- Identify risks, trends, and anomalies in intraday operations and take proactive action to mitigate impact.
- Partner with operations leaders to recommend and implement schedule or staffing adjustments.
- Provide timely reporting and insights on intraday performance to support decision-making and stakeholder communication.
- Escalate urgent issues quickly and coordinate responses to minimize service disruptions.
- Support continuous improvement by analyzing patterns and contributing to process enhancements in real-time management.
In order to be successful, you must bring
- 2+ years of experience in workforce management, real-time analysis, or a related operations support role.
- Strong analytical and problem-solving skills with the ability to make timely decisions in fast-paced environments.
- Proficiency with workforce management systems, reporting tools, and spreadsheets (Excel/Google Sheets).
- Excellent communication skills to provide clear updates, escalations, and recommendations to stakeholders.
- High attention to detail and organizational skills to manage multiple priorities with accuracy.
- Proven reliability and consistency in meeting deadlines and delivering operational support.
- A proactive mindset with the ability to anticipate issues and take ownership of solutions.
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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 46,600.00 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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