AI-Driven Service Transformation Lead

Thumbtack Philippines; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Thumbtack Philippines is transforming its service experience by owning end-to-end automation and process redesign. You will lead initiatives across policy, process, and automation to deliver faster resolution and smarter operations, collaborating with QA, Analytics, and frontline teams.

The role focuses on scalable systems, measurable impact, and cross-functional problem-solving with a vision for transformative change in service delivery.

Qualifications

• 5+ years of experience in service operations or continuous improvement.
• Experience with AI- or automation-enhanced service environments (e.g., bots, agent assist, and self-service).
• Ability to lead discovery sessions, facilitate collaboration, and drive cross-functional problem solving.
• Strong analytical and strategic skills linking customer outcomes to operational results.
• Experience in designing and executing end-to-end processes with measurable impact.
• Passion for building scalable systems and transformational change.

Responsibilities

• Identify and lead 0→1 initiatives that create new processes or reinvent existing ones.
• Design and execute future-state workflows integrating policy, process, and automation.
• Own end-to-end delivery of automation initiatives from discovery to launch.
• Leverage AI tools and automation platforms to improve speed and scalability.
• Partner with QA, Analytics, Data Science, and frontline teams to validate opportunities.
• Collaborate with Business Applications to align designs with business goals.
• Track KPIs to assess impact and build playbooks for ongoing innovation.

Skills

Process thinking

AI & automation

Discovery sessions

Cross-functional teamwork

Analytical thinking

Service operations

Customer experience strategy

Operational excellence

Job description

Thumbtack Philippines is transforming its service experience by owning end-to-end automation and process redesign. You will lead initiatives across policy, process, and automation to deliver faster resolution and smarter operations, collaborating with QA, Analytics, and frontline teams.

The role focuses on scalable systems, measurable impact, and cross-functional problem-solving with a vision for transformative change in service delivery.