Senior Automation & Process Specialist

Thumbtack; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

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.

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 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.

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 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.

Skills

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

Job description

the company helps millions of people confidently care for their homes. the company 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 the company to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which 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.

About the role

As Sr. Automation & Process Specialist, you will play a key role in the company’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.

Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.

the company embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.

the company is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [e-mail].

For information about how the company collects, uses, and shares personal information about job applicants, please see our Job Applicant Privacy Policy.

We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we'll never ask you for money, banking info, or SSNs during hiring. Check out our blueprint on how to spot the fakes.