Lead Data Scientist, Operations

2 Months ago • All levels • Data Analyst • Operations

Job Summary

Job Description

As a Lead Data Scientist at Thumbtack, you'll partner with Customer Service and Product Operations teams to drive strategic decisions using data analysis. Responsibilities include conducting in-depth quantitative analyses, building reports and models, developing data infrastructure, measuring initiative impact, identifying business outcome drivers, designing experiments, and contributing to the company's data culture. You'll work with large datasets, using SQL, data visualization tools, and statistical languages. The role requires strong communication skills and collaboration with cross-functional teams. 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.
Must have:
  • BA/BS in relevant field
  • Data-driven business impact experience
  • User experience & operational data analysis
  • Strong communication skills
  • SQL proficiency
  • Data visualization skills
  • Statistical analysis experience
Good to have:
  • Master's degree
  • Experience with data pipelines & warehouses
  • Looker and LookML experience
Perks:
  • Virtual-first working model
  • 20 company holidays
  • WiFi reimbursement
  • Cell phone reimbursement
  • Employee Assistance Program

Job Details

A home is the biggest investment most people make, and yet, it doesn’t come with a manual. That's why we’re building the only app homeowners need to effortlessly manage their homes —  knowing what to do, when to do it, and who to hire. With Thumbtack, millions of people care for what matters most, and pros earn billions of dollars through our platform. And as one of the fastest-growing companies in a $600B+ industry — we must be doing something right. 

We are driven by a common goal and the deep satisfaction that comes from knowing our work supports local economies, helps small businesses grow, and brings homeowners peace of mind. We’re seeking people who continually put our purpose first: advocating for pros and customers, embracing change, and choosing teamwork every day.

At Thumbtack, we're creating a new era of home care. If making an impact and the chance to do good inspires you, join us. Imagine what we’ll build together. 

Thumbtack by the Numbers

  • Available nationwide in every U.S. county
  • Over 85 million projects started on Thumbtack
  • More than 11 million 5-star reviews and counting
  • Pros earn billions on our platform
  • 1000+ employees 
  • $3.2 billion valuation (June, 2021) 

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.

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

What you'll need 

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone excited to join the team.

  • 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

Bonus points if you have 

  • 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

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

Benefits & Perks
  • Virtual-first working model coupled with in-person events
  • 20 company-wide holidays including a week-long end-of-year company shutdown
  • Library (optional use collaboration & connection hub) in San Francisco
  • WiFi reimbursements 
  • Cell phone reimbursements (North America) 
  • Employee Assistance Program for mental health and well-being 

Learn More About Us

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/ .

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