AI-Driven Service Transformation Lead

Thumbtack; United States; Remote; USD 120,000 - 190,000; Full time

Job summary

Thumbtack helps millions of people confidently care for their homes. Thumbtack is seeking a Sr. Automation & Process Specialist to lead service experience transformation through automation and AI-powered solutions.

You will own end-to-end automation initiatives, design future-state workflows, and collaborate with QA, Analytics, Data Science, and frontline teams to deliver measurable impact that speeds resolution and improves quality at scale.

Qualifications

• 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, and 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.

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.

Job description

Thumbtack helps millions of people confidently care for their homes. Thumbtack is seeking a Sr. Automation & Process Specialist to lead service experience transformation through automation and AI-powered solutions.

You will own end-to-end automation initiatives, design future-state workflows, and collaborate with QA, Analytics, Data Science, and frontline teams to deliver measurable impact that speeds resolution and improves quality at scale.