Service Transformation Specialist

22 hours ago

Calamba, Calabarzon, Philippines beBeeAutomation Full time ₱3,000,000 - ₱4,000,000
Transforming Service Experience

We are revolutionizing the way people care for their homes.

Operational excellence and strategic enablement are at the heart of our service experience transformation.

Job Overview:

This role is a key contributor to Thumbtack's service experience transformation. The Automation Specialist will own specific business problems within the service journey and drive process redesign, supported by targeted automation and AI applications.

Key Responsibilities:
  • 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.
Requirements:
  • 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.
What You'll Need:
  • Bachelor's degree in related field.
  • Strong analytical and problem-solving skills.
  • Excellent communication and interpersonal skills.
  • Able to work independently and as part of a team.
  • Ability to prioritize tasks and manage multiple projects simultaneously.

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