Lead AI-Driven Service Automation & Process Transformation

Thumbtack Philippines

Metro Manila

Remote

PHP 1,000,000 - 1,400,000

Full time

3 days ago

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Job summary

Thumbtack Philippines is seeking a Sr. Automation & Process Specialist to lead service experience transformation. You will own specific business challenges in the service journey and drive redesigns supported by automation and AI applications.

You’ll collaborate with QA, Analytics, Data Science, and frontline teams to achieve faster resolutions, consistent quality, and smarter operations.

Qualifications

5+ years of experience in service operations or continuous improvement.
Experience with AI- or automation-enhanced service environments.
Strong ability to lead discovery sessions and cross-functional problem solving.
Proven record of leading 0→1 initiatives.

Responsibilities

Identify and lead 0→1 initiatives that create entirely new processes or reinvent existing ones.
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 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.