Service Experience Transformation Expert

1 day ago

Manila, National Capital Region, Philippines beBeeProcess Full time $60,000 - $80,000
Unlock Service Excellence

At Thumbtack, we're driven by a vision of delivering exceptional service experiences that drive customer satisfaction and operational efficiency. Our team is dedicated to identifying opportunities for transformative change, leveraging innovative approaches to process redesign, automation, and AI-enhanced solutions.

About the Role

As an Automation & Business Process Specialist, you'll be a key contributor to our service experience transformation. You'll own specific business problems within the service journey, driving process redesign and supported by targeted automation and AI applications. Your focus will be on outcomes – faster resolution, more consistent quality, and smarter operations – rather than just system configuration.

Key Responsibilities:
  • Identify opportunities for radical process improvements or entirely new processes, 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 significant 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.
Requirements:
  • 3–5 years of experience in service operations, continuous improvement, or CX strategy, with a proven track record of driving impactful 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.
Benefits:
  • Dynamic work environment that encourages collaboration and innovation.
  • Opportunities for professional growth and development.
  • Competitive compensation package.
Additional Information:

Thumbtack is committed to creating a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage applicants with disabilities to request accommodations as needed.

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