Data Scientist - Trust & Safety Operations

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 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 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.

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

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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/.

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