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ThumbtackSenior Automation & Process Specialist
Thumbtack operates a home management platform connecting users with local service businesses across the United States. The company is currently looking for a Senior Automation &…
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About This Role
Thumbtack operates a home management platform connecting users with local service businesses across the United States. The company is currently looking for a Senior Automation & Process Specialist to join its service team. This remote, full-time position focuses on transforming customer and professional support journeys through strategic enablement, advanced process redesign, and AI-driven automation. The person in this role will take charge of complex business challenges within the service lifecycle.…
Job Description
Thumbtack operates a home management platform connecting users with local service businesses across the United States. The company is currently looking for a Senior Automation & Process Specialist to join its service team. This remote, full-time position focuses on transforming customer and professional support journeys through strategic enablement, advanced process redesign, and AI-driven automation.
The person in this role will take charge of complex business challenges within the service lifecycle. Rather than making minor tweaks, the specialist will spearhead comprehensive updates from the initial discovery phase all the way through implementation and testing. Responsibilities include building future-state workflows that combine policy, process, and technology to boost resolution speed, scalability, and operational consistency.
Ideal candidates bring a background in continuous improvement or service operations, along with a track record of driving foundational transformations. The position requires strong analytical capabilities, process simplification skills, and familiarity with modern automation environments such as conversational bots, self-service tools, and agent assistance. Thumbtack provides an inclusive, equal opportunity workplace environment.
Responsibilities
- Identify and lead zero-to-one initiatives that establish entirely new processes or reinvent existing ones
- Design and execute future-state workflows integrating policy, process, and automation for measurable impact
- Manage the complete delivery lifecycle of automation projects from discovery and design to testing and launch
- Apply AI tools and automation platforms like conversational bots, agent assist, and self-service features
- Partner with QA, analytics, data science, and frontline teams to gather insights and validate improvements
- Collaborate with business applications to ensure solutions align with operational effectiveness goals
- Track performance metrics, record lessons learned, and develop playbooks for ongoing cross-team innovation
Requirements
- Bring at least five years of experience in service operations or continuous improvement
- Demonstrate a proven record of leading zero-to-one initiatives
- Possess strong process thinking skills capable of simplifying complex systems and removing waste
- Have experience working within AI- or automation-enhanced service environments such as bots, self-service, and agent assist
- Show skill in leading discovery sessions, facilitating collaboration, and driving cross-functional problem-solving
- Display strong analytical and strategic capabilities connecting customer experience outcomes with operational and financial results
Qualifications
- Experience in customer experience strategy is preferred
Core Skills
Frequently Asked Questions
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What is the remote status for this role?
The posting indicates that the position is remote.
What is the employment type?
The job posting specifies that this is a full-time position.
What salary does this job offer?
The job posting does not specify a salary; actual offered pay varies based on factors such as calibrated job level, qualifications, skills, competencies, and proficiency.
How many years of experience are required?
Candidates must have five or more years of experience in service operations or continuous improvement.
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