Senior Risk Analyst, Trust and Safety

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
• 80 million projects started on Thumbtack
• 10 million 5-star reviews fand counting
• Pros earn billions on our platform
• 1000+ employees 
• $3.2 billion valuation (June, 2021) 

About the Trust and Safety Team

The Trust and Safety Team works on some of Thumbtack’s most interesting and challenging issues. We pride ourselves on providing a safe, high-quality experience for Thumbtack pros and their customers. Our team leverages technical, design, and operational solutions to promote trust on Thumbtack. We are developing cutting-edge strategies to mitigate risks to our users both online and in the real world. Thumbtack’s success is dependent on gaining and maintaining the trust of the customers and professionals that use the platform.

About the Role 

As a Senior Risk Analyst on the Trust and Safety team, you will develop and lead initiatives to prevent issues before they occur and promote trust on Thumbtack. You will work cross-functionally to create and advise product features and policy development, perform investigations into scaled abuse, as well as manage operational processes.

You’ll be a part of the team that seeks to provide a uniformly excellent experience to our users and will participate in the thinking on a range of important and complex issues in today’s evolving marketplace. Day-to-day activities will be distributed between analytical projects, complex investigations, and operational management of processes to improve Thumbtack’s handling of high-priority and urgent user interactions.

Responsibilities

• Support the Trust and Safety Team to improve the safety and quality of the Thumbtack experience for both professionals and customers.
• Proactively analyze large datasets to derive new recommendations for improving trust and safety on Thumbtack.
• Develop data-driven policies and processes to improve the efficiency and effectiveness of Trust and Safety Platform (product and engineering) and operational efforts.
• Balance multiple projects at the same time.
• Demonstrate strong written and oral communication by creating data visualizations and presentations on analytical findings and recommendations, and by providing regular updates to stakeholders.  
• Collaborate cross-functionally with Engineering, Data, Legal, and Product teams to develop processes and ensure T&S goals are included in new product features.
• Self prioritize activities and tasks based on importance to drive completion of department goals.
• Contribute to our team and company culture through peer collaboration, training, coaching and personal development.

What you’ll need

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.

• Proficiency using SQL for querying large datasets, complemented by expertise in data visualization tools such as Tableau or Looker
• Proven experience analyzing user data, ideally within a tech or marketplace environment
• Exceptional communication skills, both written and verbal, essential for creating impactful content and presenting complex results to technical and non-technical stakeholders
• Demonstrated analytical, problem-solving, and strategic thinking abilities, coupled with excellent decision-making capabilities, showcasing a talent for processing and interpreting large data sets to identify optimal solutions.
• Experience in cross-functional collaboration and effective project management, ensuring timely and successful project completion
• Self-starter attitude with a demonstrated capacity for driving projects to fruition independently, showcasing initiative and self-motivation
• 4+ years of relevant experience

Bonus points if you have

• Familiarity with statistics and programming languages (e.g. R, Python) to support advanced data analysis and modeling tasks
• Familiarity with Large Language Models (e.g. GPT-4, Llama2, and Gemini)
• Experience in making data-driven recommendations, and then working with product, engineering and/or operations teams to implement solutions
• Proven ability to work effectively with remote, global teams

Thumbtack is a virtual-first company, meaning you can live and work from any one of our approved locations across the United States, Canada or the Philippines.* Learn more about our virtual-first working model