Senior Automation & Process Specialist

The role

You will lead process redesign and automation initiatives to transform the service experience. You will design future-state workflows using AI and automation to achieve faster resolution and smarter operations.

What you will do

• Identify and lead 0 to 1 initiatives to create new processes or reinvent existing ones.
• Design and execute future-state workflows combining policy, process, and automation.
• Own end-to-end delivery of automation initiatives from discovery to launch.
• Leverage AI tools and automation platforms to enhance service speed and scalability.
• Partner with QA, Analytics, Data Science, and frontline teams to validate opportunities.
• Collaborate with Business Applications to align solution designs with business goals.
• Track key performance metrics to assess impact and build playbooks.

Required qualifications

• 5+ years of experience in service operations or continuous improvement.
• Proven record of leading 0 to 1 initiatives.
• Strong process thinking to simplify complex systems and remove waste.
• Experience with AI- or automation-enhanced service environments.
• Skilled in leading discovery sessions and driving cross functional problem solving.
• Strong analytical and strategic skills to connect customer experience with results.
• Passion for building excellent, scalable systems.

Nice to have

• Experience in customer experience strategy is preferred.

About the company

Thumbtack is an app used to take care of and improve homes through personalized guidance, AI tools, and a hiring experience. It connects homeowners with a community of 300,000 local service businesses.