Lead Data Scientist, Operations

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 hypo