Automation & Process Specialist

2 days ago

Remote Philippines Thumbtack Full time $90,000 - $120,000 per year
About the Service Operations Team

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.

About the role

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.

What you'll do
  • 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.
In order to be successful, you must bring
  • 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.

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