Senior AI-Driven Automation & Process Lead

Thumbtack; United States; A distancia; USD 120.000 - 160.000; Jornada completa

Descripción de la vacante

Thumbtack is seeking a Sr. Automation & Process Specialist to own service experience transformation. You will lead 0→1 initiatives, redesign workflows, and drive automation across customer and pro support journeys to accelerate resolution, improve quality, and scale operations.

You will partner with QA, Analytics, Data Science, and Business Applications, building measurable improvements and scalable processes while tracking outcomes to guide future innovations.

Formación

• 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 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.

Responsabilidades

• 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 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.

Conocimientos

5+ years experience

0→1 initiative leadership

Customer experience strategy

Process thinking

AI/automation in service

Discovery session leadership

Analytical and strategic skills

Scalable system design

Descripción del empleo

Thumbtack is seeking a Sr. Automation & Process Specialist to own service experience transformation. You will lead 0→1 initiatives, redesign workflows, and drive automation across customer and pro support journeys to accelerate resolution, improve quality, and scale operations.

You will partner with QA, Analytics, Data Science, and Business Applications, building measurable improvements and scalable processes while tracking outcomes to guide future innovations.