Senior Data Scientist, Trust & Safety and Support Operations

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, Partnerships, 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 Senior Data Scientist, you'll partner with product and operations leaders in shaping the strategy for the Trust and Safety and Support 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 user credentialing requirements, guarantee offerings, operationalizing user segmentations, developing unit economics for support teams, and scaling strategic initiatives while controlling costs. To accomplish this, you'll be expected to quickly build technical and content 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.

Responsibilities

• Partner with leaders of Thumbtack's Trust and Safety and Support 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 and Support 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
• Contribute to our team and company data culture through peer collaboration, training, coaching and more

Must-Have Qualifications

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 within operational processes
• 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., 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

Nice-to-Have Qualifications

• Master's degree in Applied Economics, Statistics, Data Science or related fields
• Familiarity with data science and processes of operational business lanes such as support or trust and safety orgs
• Demonstrated work experience organizing, manipulating, and producing analysis using contact center data from providers such as Genesys, UJET, NICE or Five9 and CRMs such as Salesforce, Hubspot, or ClickUp
• 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.
• Experience working with dbt Cloud, Jinja, and writing macros.

For candidates living in San Francisco / Bay Area, New York City, or Seattle metros, the expected salary range for the role is currently $140,000 - $175,000. Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.