Senior AI-Driven Service Automation Lead

Hammerjack Pty Ltd; Philippines; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Thumbtack is seeking a Sr. Automation & Process Specialist to drive service experience transformation. You will own end-to-end automation initiatives from discovery to launch, leveraging AI tools to improve speed, quality, and scalability.

You will collaborate with QA, Analytics, Data Science, and frontline teams to identify opportunities and design future-state workflows that deliver measurable business impact.

Qualifications

• 5+ years of experience in service operations or process improvement.
• Ability to simplify complex systems, reduce handoffs, and remove waste.
• Experience with AI or automation-enhanced service environments.
• Skilled in leading discovery sessions and cross-functional problem solving.
• Strong analytical and strategic skills linking customer outcomes to business results.
• Passion for building scalable, paradigm-shifting systems.

Responsibilities

• Identify and lead 0 to 1 initiatives creating new processes.
• Design end-to-end workflows combining policy, process, and automation.
• Own delivery from discovery through testing and launch.
• Leverage AI tools to improve speed, consistency, and scalability.
• Collaborate with QA, Analytics, Data Science, and frontline teams.
• Align designs with business goals and operational effectiveness.
• Track metrics, document learnings, and build playbooks.

Skills

Service operations

Process improvement

AI & automation

Discovery sessions

Cross-functional leadership

Analytical thinking

Tools

Automation platforms

AI tools

Job description

Thumbtack is seeking a Sr. Automation & Process Specialist to drive service experience transformation. You will own end-to-end automation initiatives from discovery to launch, leveraging AI tools to improve speed, quality, and scalability.

You will collaborate with QA, Analytics, Data Science, and frontline teams to identify opportunities and design future-state workflows that deliver measurable business impact.