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 which 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.

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.

Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.

Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: recruitingops@thumbtack.com.

If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/.

We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes.