Service Transformation Specialist

2 weeks ago

Porac, Philippines beBeeAutomation Full time ₱1,800,000 - ₱2,100,000

Transforming Service Experience: A Revolutionary Opportunity

About the Role

You will be a key contributor to Thumbtack's service experience transformation, owning specific business problems within the service journey and driving 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.

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.
Skill 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.
Why This Role Matters

This role presents a unique opportunity to drive transformative change within Thumbtack's service operations. If you're passionate about simplifying complex systems, reducing waste, and driving breakthrough results, this could be your ideal fit.

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