About The Position
Thumbtack is seeking a Senior Automation & Process Specialist to play a key role in the company's service experience transformation. This individual will own specific business challenges within the service journey and lead process redesign supported by targeted automation and AI applications. The focus is on achieving outcomes such as faster resolution, more consistent quality, and smarter operations, not just configuring systems. The role is part of the Service Team, which is composed of process, program management, customer experience, and workforce management professionals dedicated to delivering world-class service through operational excellence and strategic enablement. They collaborate closely with frontline Service, Business Apps, QA, Enablement, and Analytics teams to identify friction points in customer and pro support journeys and redesign them using AI-driven automation and improved processes. The ultimate goal is to create service experiences that are efficient for the operations team and effective for customers and pros.
Requirements
- 5+ years of experience in service operations or continuous improvement
- Proven record of leading 0 to 1 initiatives
- Strong process thinking with the ability to simplify complex systems, reduce handoffs, and remove waste.
- Experience with AI- or automation-enhanced service environments (e.g., bots, agent assist, self-service) and a vision for their transformative potential.
- Skilled in leading discovery sessions, facilitating collaboration, and driving cross functional problem solving focused on breakthrough solutions.
- Strong analytical and strategic skills to connect customer experience outcomes with operational and financial results.
- Passion for building excellent, scalable systems that represent a paradigm shift, not just optimizing existing tools.
Nice To Haves
- Experience in customer experience strategy is preferred.
Responsibilities
- Identify and lead 0 → 1 initiatives that create entirely new processes or fundamentally reinvent existing ones, rather than making incremental improvements.
- Design and execute future-state workflows that combine policy, process, and automation to deliver measurable business impact.
- Own end-to-end delivery of automation initiatives, from discovery and design through implementation, testing, and launch.
- Leverage AI tools and automation platforms (for example, conversational AI, agent assist, and self-service) to enhance service speed, consistency, and scalability.
- Partner with QA, Analytics, Data Science, and frontline teams to gather insights and validate opportunities for major improvement.
- Collaborate with Business Applications to ensure solution designs align with business goals and represent a true step forward in operational effectiveness.
- Track key performance metrics to assess impact, document learnings, and build playbooks that enable continued innovation across teams.
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
