Senior Automation and Process Specialist [Remote WFH]  

About the Service Team

We are a close-knit team of process, program management, customer experience, and workforce management professionals committed to delivering world class service through operational excellence and strategic enablement. We work closely with our frontline Service, Business Apps, QA, Enablement, and Analytics teams to identify friction points in customer and pro support journeys and redesign them using AI driven automation and improved processes. Our goal is to create service experiences that are efficient for our operations team and effective for our customers and pros.

About the role

As Sr. Automation & Process Specialist, you will play a key role in Thumbtack’s service experience transformation. You will take ownership of specific business challenges within the service journey and lead process redesign supported by targeted automation and AI applications. Your focus is on achieving outcomes such as faster resolution, more consistent quality, and smarter operations - not just configuring systems.

What you’ll do

• Identify and lead 0→1 initiatives that create entirely new processes or fundamentally reinvent existing ones, rather than making incremental improvements.
• Design and execute future-state workflows that combine policy, process, and automation to deliver measurable business impact.
• Own end-to-end delivery of automation initiatives, from discovery and design through implementation, testing, and launch.
• Leverage AI tools and automation platforms (for example, conversational AI, agent assist, and self-service) to enhance service speed, consistency, and scalability.
• Partner with QA, Analytics, Data Science, and frontline teams to gather insights and validate opportunities for major improvement.
• Collaborate with Business Applications to ensure solution designs align with business goals and represent a true step forward in operational effectiveness.
• Track key performance metrics to assess impact, document learnings, and build playbooks that enable continued innovation across teams.

In order to be successful, you must bring

• 5+ years of experience in service operations or continuous improvement, with a proven record of leading 0 to 1 initiatives. Experience in customer experience strategy is preferred.
• Strong process thinking with the ability to simplify complex systems, reduce handoffs, and remove waste.
• Experience with AI- or automation-enhanced service environments (e.g., bots, agent assist, self-service) and a 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 a paradigm shift, not just optimizing existing tools.