Commercial Ops Analyst - Remote Eligible

Commercial Ops Analyst

Thumbtack helps millions of people confidently care for their homes. 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

• Build and maintain source-of-truth performance dashboards that provide Sales, Service, and Lead Generation leaders clear visibility into funnel, productivity, and quality metrics.
• Partner with Commercial Operations, Analytics, and cross-functional stakeholders to define and refine core operational KPIs, automating recurring reporting wherever possible.
• Develop and maintain ETLs, dashboards, and compensation attainment reporting to ensure accurate, reliable performance tracking.
• Analyze pro and customer funnel behavior to identify process gaps, inefficiencies, and opportunities to improve conversion, quality, and overall experience.
• Translate analytical findings into clear, actionable recommendations that inform roadmap planning and day-to-day operational decisions.
• Scope, prioritize, and drive analytical and reporting projects to completion while managing multiple stakeholder requests.

In order to be successful, you must bring

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

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

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

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

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

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

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

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

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