Commercial Ops 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 Commercial Operations Performance Team

The Commercial Operations Performance team serves as the operational and shared services hub for our Commercial Operations teams. It is the backbone that enables the realization of our operational goals, orchestrating a seamless environment through rigorous oversight of data tools, day-to-day reporting, strategic project support, and long-term data and reporting strategy.

As a cornerstone of our operations, the Commercial Operations Performance team plays a pivotal role in enhancing efficiency and enabling us to serve our Customers and Pros optimally.

About the role

The Commercial Operations Performance team is looking for a Commercial Operations Analyst to enhance processes, standards, and methodologies across our Commercial Operations teams. This role is critical in improving consistency, efficiency, and overall value to the organization while driving operational excellence.

Operating within a highly cross-functional environment, this role requires strong analytical, project management, and operational problem-solving skills. Reporting directly to the Head of Commercial Operations Performance, you will partner closely with Sales and Service Operations teams, as well as cross-functional stakeholders, to develop and maintain performance ETLs, dashboards, compensation attainment reporting, and scalable processes. Your insights will help optimize the pro and customer funnels and drive continuous improvement across the department.

What you'll do

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Build and maintain source-of-truth performance dashboards that provide Sales, Service, and Lead Generation leaders clear visibility into funnel, productivity, and quality metrics.

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Partner with Commercial Operations, Analytics, and cross-functional stakeholders to define and refine core operational KPIs, automating recurring reporting wherever possible.

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Develop and maintain ETLs, dashboards, and compensation attainment reporting to ensure accurate, reliable performance tracking.

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Analyze pro and customer funnel behavior to identify process gaps, inefficiencies, and opportunities to improve conversion, quality, and overall experience.

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Translate analytical findings into clear, actionable recommendations that inform roadmap planning and day-to-day operational decisions.

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Scope, prioritize, and drive analytical and reporting projects to completion while managing multiple stakeholder requests.

In order to be successful, you must bring

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3–5+ years of experience in analytics, operations, or business intelligence roles supporting GTM, service, or customer operations teams.

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3+ years of SQL experience in a production environment (BigQuery preferred), including joins, aggregations, and performance-optimized query design.

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3+ years of business intelligence experience building and maintaining dashboards in Tableau, Looker, or an equivalent platform, with demonstrated adoption by non-technical stakeholders.

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Experience blending data across CRM, support, and people systems (e.g., Salesforce, Genesys, Workday, or equivalents) to create unified operational insights.

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Strong understanding of Service / Customer Service operations and associated KPIs, with the ability to frame analysis in terms of business impact.

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Demonstrated ability to structure ambiguous problems, identify root causes through data exploration, and communicate recommendations clearly to both technical and non-technical audiences.

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Strong project management skills, with experience scoping work, prioritizing requests, and delivering results using tools like JIRA, Asana, or similar.

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Comfort working cross-functionally in a fast-paced, evolving environment while building trust and adapting to new information.

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Ability to work a 4:00 AM – 1:00 PM local schedule, with occasional flexibility for critical cross-functional meetings.

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: [email protected].

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.