Automation & Process Specialist

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 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.

We\'re a tight-knit team of process, program management, customer experience and workforce management professionals working together to deliver world-class service through operational excellence and strategic enablement. We collaborate closely with frontline Service, Business Apps, QA, Enablement, and Analytics teams to identify friction points in customer and pro support journeys, and redesign them with AI-enabled automation and processes. Our focus is on creating service experiences that are both efficient for our operations team and effective for our customers and pros.

As an Automation & Business Process Specialist, you will be a key contributor to Thumbtack’s service experience transformation. You’ll own specific business problems within the service journey and drive process redesign, supported by targeted automation and AI applications. Your orientation is toward outcomes—faster resolution, more consistent quality, and smarter operations—not just system configuration.

• Identify opportunities for entirely new processes or fundamental shifts in existing ones, driving 0-1 initiatives rather than incremental gains.
• Design future-state workflows that revolutionize operational effectiveness, combining policy, process, and automation to achieve breakthrough results.
• Partner with QA, analytics, data science, and frontline teams to gather insights and validate opportunities for radical improvement.
• Collaborate with Business Applications to ensure solution designs represent a fundamental shift and are aligned with business intent.
• Support prompt design, decision tree logic, and automation flows when needed—always within the broader business context of transformative impact.
• Track and interpret performance metrics to evaluate the success of new initiatives and identify opportunities for further innovation.
• Document frameworks, playbooks, and best practices that allow repeatable improvement and cross-team alignment for future ground-up initiatives.

• 3–5 years of experience in service operations, continuous improvement, or CX strategy, with a proven track record of driving 0 to 1 initiatives.
• Strong process thinking: ability to simplify complex systems, reduce handoffs, and eliminate waste, with a bias towards radical change.
• Familiarity with AI- or automation-enhanced service environments (e.g., bots, agent assist, self-service) and a vision for their transformative potential.
• Comfortable leading discovery, facilitation, and cross-functional problem solving with a focus on groundbreaking solutions.
• Strong business judgment, able to connect customer experience outcomes to operational mechanics and bottom-line impact through innovative approaches.
• Passion for building excellent, scalable systems that represent a paradigm shift, not just optimizing existing tools.

Thumbtack 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.

Thumbtack 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:

If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at .

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Location (City) *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile

Website

Please run a speed test via tack.speedtestcustom.com and paste below the link to the result. *

As we are now 100% remote, we would like to know if you have the minimum system requirements for you to be able to do work at home. Go to this link to do the speed test. Please do a right click to open the link in a new tab. Run the test three times, and submit the third result.

This role is open only to candidates who are currently residing anywhere in the Philippines. Are you authorized to work in the said country? * Select...

What’s the biggest automation or AI solution you’ve rolled out, and how did it save the day? *

Tell us about a process you built from scratch — what problem did it solve, and what did it actually deliver? *

Are you open to working on a graveyard shift? * Select...

Have you worked in Thumbtack Philippines before? If yes, please specify your role and the dates of your employment. *

Do you have any relatives or any person that you are in a familial relationship with who is currently employed or has an active application at Thumbtack? If yes, indicate the name of the employee/s or applicant/s (please indicate the job they applied to) and the nature of your relationship with them. *

“Familial relationship” within the context of this question means you and a current employee being in a relationship as a spouse, romantic partner, domestic partner, father, mother, sibling, child, uncle, aunt, nephew, niece, cousin, grandparent, or grandchild, or any of those relationships arising as a result of marriage (e.g. brother-in-law).

Note:Failure to disclose this information in this application form may affect your candidacy for this role, or can be a cause of corrective action as indicated in our discipline manual, once hired.

By joining Thumbtack, would there be any conflict of interest with your current or last employer or employment agreement (this includes non-compete clause, dual corporate/freelance employment, similar business, etc.)? If yes, please elaborate below. *

Note:Failure to disclose this information in this application form may affect your candidacy for this role, or can be a cause of corrective action as indicated in our discipline manual, once hired.

By ticking the box/signing and submitting your application, you explicitly and unambiguously consent to the collection, processing, and storage of your personal data by TSSP for the purposes described in this Privacy Notice. * Select...

Please ensure that you have completely read and comprehend the terms in this document .

Thumbtack currently supports remote work in a number of locations across the United States, Ontario and the Philippines. Using the drop down list below, please select the location you intend to work from. If you are not currently located in or able to work from a location listed below, please select "Location not listed." * Select...

Location

If you selected "Location not listed" above, please use the text box below to let us know where you intend to work from.