Senior Automation & Process Specialist

Thumbtack; Philippines; Hybrid; PHP 900,000 - 1,400,000; Full time

Benefits offered by this job

Paid time off

Remote work stipend

Internet allowance

Professional development stipend

Mental health & financial coaching

Health coverage for dependents

Job summary

Thumbtack is seeking a Sr. Automation & Process Specialist to drive service experience transformation. You will lead 0→1 initiatives, redesign workflows, and own automation initiatives from discovery to launch.

You’ll work with QA, Analytics, Data Science, and frontline teams to validate opportunities and deliver measurable impact. You will apply AI tools to speed up service, improve consistency, and scale operations, while maintaining a focus on outcomes and efficiency in a remote,

Qualifications

• 5+ years of experience in service operations or continuous improvement, with a proven record of leading 0 to 1 initiatives.
• Strong ability to simplify complex systems and reduce handoffs.
• Experience with AI- or automation-enhanced service environments (bots, agent assist, self-service).
• Skilled in leading discovery sessions and cross-functional problem solving.
• Strong analytical and strategic skills linking customer outcomes to business results.

Responsibilities

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

Skills

Process thinking

Cross-functional collaboration

Analytical skills

Strategic thinking

Continuous improvement

Tools

Conversational AI

Agent Assist

Self-Service Automation

Job description

Thumbtack helps millions of people confidently care for their homes.

Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance, and bigger improvements. We help homeowners know projects to do, when to do them, and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.

About the Service Team

We are a close-knit team of process, program management, customer experience, and workforce management professionals committed to delivering world class service through operational excellence and strategic enablement. We work closely with our 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. Our goal is to create service experiences that are efficient for our operations team and effective for our customers and pros.

Hear from

Al

“I love working at Thumbtack because I get to work with smart and motivated people who push me to do my best…It feels great to be part of a team that creates real impact every day.”

Al

Director Quality

About the role

As Sr. Automation & Process Specialist, you will play a key role in Thumbtack’s service experience transformation. You will take ownership of specific business challenges within the service journey and lead process redesign supported by targeted automation and AI applications. Your focus is on achieving outcomes such as faster resolution, more consistent quality, and smarter operations - not just configuring systems.

What you’ll do

• 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.

In order to be successful, you must bring

• 5+ years of experience in service operations or continuous improvement, with a proven record of leading 0 to 1 initiatives. Experience in customer experience strategy is preferred.
• 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.

Supporting you at work and beyond

In addition to our virtual-first model, we offer:

• Paid time off
• 30 days of PTO (pro-rated based on start date), including a week-long, end-of-year shutdown and a 15% night shift differential.
• Remote work stipend and internet allowance
• PHP 46,600.00 annual stipend to use for professional development, self care, office set-up and more. We also provide PHP 1,500/month internet allowance.
• Mental health and financial coaching
• 12 coaching sessions and 12 therapy sessions for yourself and your dependents. We also offer one-on-one financial guidance from a financial wellness provider.
• HMO coverage includes yourself and up to three of your dependents (two at no cost). We also cover common-law and same-sex domestic partners.
• Observe.AI, Forethought, Coda AI, Zoom AI Companion, Atlassian AI, and more.
  *Access varies based on location, team, and role.