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Thumbtack is a home services marketplace that helps millions of homeowners manage repairs, maintenance, and improvements by connecting them with local service professionals. The company operates a community of 300,000+ service businesses and uses AI and automation to streamline the hiring and service experience.
The Service Team is responsible for operational excellence and strategic enablement across customer and pro support journeys. The team identifies friction points and redesigns them using AI-driven automation and improved processes to create efficient operations and effective customer experiences.
As Senior Automation & Process Specialist, you will lead Thumbtack's service experience transformation by owning specific business challenges within the service journey. You will design and execute process redesigns supported by targeted automation and AI applications, focusing on outcomes like faster resolution, consistent quality, and smarter operations.
Key responsibilities include:
- Identify and lead 0→1 initiatives that create entirely new processes or fundamentally reinvent existing ones
- Design and execute future-state workflows combining policy, process, and automation for measurable business impact
- Own end-to-end delivery of automation initiatives from discovery through implementation, testing, and launch
- Leverage AI tools and automation platforms (conversational AI, agent assist, self-service) to enhance service speed, consistency, and scalability
- Partner with QA, Analytics, Data Science, and frontline teams to gather insights and validate improvement opportunities
- Collaborate with Business Applications to ensure solution designs align with business goals
- Track key performance metrics to assess impact, document learnings, and build playbooks for continued innovation
REQUIREMENTS:
- 5+ years of experience in service operations or continuous improvement with a proven record of leading 0 to 1 initiatives (customer experience strategy experience preferred)
- Strong process thinking with ability to simplify complex systems, reduce handoffs, and remove waste
- Experience with AI- or automation-enhanced service environments (bots, agent assist, self-service) and vision for their transformative potential
- Skilled in leading discovery sessions, facilitating collaboration, and driving cross-functional problem solving focused on breakthrough solutions
- Strong analytical and strategic skills to connect customer experience outcomes with operational and financial results
- Passion for building excellent, scalable systems that represent paradigm shifts, not just optimizing existing tools
