Data Scientist - Trust & Safety Operations

About the Operations Data Science Team

Thumbtack’s Ops Data Science team is a tight-knit group charged with providing actionable insights for Thumbtack’s Trust and Safety, Support Operations, Sales, Success, Partnerships, Category Management and Product Operations 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 Ops Data Science team is part of a global team of more than 40 data scientists across the United States and Canada.

About the Operations Data Science Team

Thumbtack’s Ops Data Science team is a tight-knit group charged with providing actionable insights for Thumbtack’s Trust and Safety, Support Operations, Sales, Success, Partnerships, Category Management and Product Operations 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 Ops Data Science team is part of a global team of more than 40 data scientists across the United States and Canada.

About the Role

As a Senior Data Scientist, you’ll partner with product and operations leaders in shaping the strategy for the Trust and Safety Operations teams. Data Scientists also collaborate with partners in Internal Tools, Data Engineering, and Product teams on broader efforts where product and operations overlap. You’ll be a leading voice and proactive contributor driving impact on key focus areas such as modeling incident risk, testing new risk mitigation strategies, guarantee offerings, forecasting work ticket volume, and scaling strategic initiatives while controlling costs. To accomplish this, you’ll be expected to quickly build technical and domain expertise about our platform, as well as the touch-points through which the operations teams interact with our pros and customers. You’ll 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.

About the Role

As a Senior Data Scientist, you’ll partner with product and operations leaders in shaping the strategy for the Trust and Safety Operations teams. Data Scientists also collaborate with partners in Internal Tools, Data Engineering, and Product teams on broader efforts where product and operations overlap. You’ll be a leading voice and proactive contributor driving impact on key focus areas such as modeling incident risk, testing new risk mitigation strategies, guarantee offerings, forecasting work ticket volume, and scaling strategic initiatives while controlling costs. To accomplish this, you’ll be expected to quickly build technical and domain expertise about our platform, as well as the touch-points through which the operations teams interact with our pros and customers. You’ll 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.

The challenge

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 Trust and Safety team as well as company-wide strategy. Partnering proactively with leadership, Data Scientists refine strategy, identify opportunities to drive progress on strategic company initiatives, and prioritize effectively.

What you'll do

• Partner with leaders of Thumbtack’s Trust and Safety 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 users’ experiences and business performance
• Work with Ops and Finance teams to measure impact of Trust and Safety 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 Trust and Safety Operations teams
• Contribute to our team and company data culture through peer collaboration, training, coaching and more

In order to be successful, you must bring

• 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 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., Python, R)
• 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

Expected salary ranges

• For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $147,300 - $190,600.
• For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $132,600 - $171,600.
• For candidates living in all other US locations, the expected salary range for this role is currently $125,200 - $162,000.

Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.