Manager, Automation & Process (Service Operations)

Thumbtack
United States
Workplace: RemoteFull timeUSD 121,400 - 164,200 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 12+ yearsSkills: ["Leadership","Execution","Coaching","Strategic thinking","Data-driven problem solving","Stakeholder management","Change management","Cross-functional collaboration"]

Lead service transformation focused on automation and process improvement, managing and growing a team of automation and process specialists while driving the most complex, high-impact projects. Own cross-functional initiatives across service areas, design AI-enabled automation frameworks, and solve operational challenges with data and analytics to lower costs, improve quality, and boost customer satisfaction. Serve as a key liaison between Service Operations and Business Applications and build a high-performing team through coaching and clear expectations.

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FursaFursa
Thumbtack
Thumbtack
1 year ago

Manager, Automation & Process (Service Operations)

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Last checked: 14 hours agoStatus: Live

Job Summary

Lead service transformation focused on automation and process improvement, managing and growing a team of automation and process specialists while driving the most complex, high-impact projects. Own cross-functional initiatives across service areas, design AI-enabled automation frameworks, and solve operational challenges with data and analytics to lower costs, improve quality, and boost customer satisfaction. Serve as a key liaison between Service Operations and Business Applications and build a high-performing team through coaching and clear expectations.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Lead and grow a team of 3–4 automation and process specialists while personally executing the most complex process transformations.
  • •Own large cross-functional projects across multiple service areas and advise senior leaders on where to invest in service improvements.
  • •Design and deploy enterprise-level frameworks that use AI and automation to improve service delivery and lead high-stakes implementations.
  • •Analyze operational problems with data and analytics to build solutions that lower costs, improve quality, and increase customer satisfaction.
  • •Ensure automations work reliably, changes are managed well, and performance is tracked consistently while serving as the connection point to Business Applications.

Pay and Benefits

Salary: USD 121,400 - 164,200 annually

Key Requirements

  • •12+ years of experience in service operations or business transformation, including 5+ years leading teams.
  • •Track record building high-performing teams and developing talent.
  • •Led major transformation projects from 0–1 that improved operations and customer experience.
  • •Expertise in service design and automation/AI-driven process improvements, with hands-on rollout of large-scale solutions using data to guide decisions.
  • •Strong use of process improvement frameworks such as Lean or Six Sigma to drive major change in service operations.
Experience:12+ yearsService operationsBusiness transformationCustomer experienceAI automationProcess improvement
Skills:LeadershipExecutionCoachingStrategic thinkingData-driven problem solvingStakeholder managementChange managementCross-functional collaboration
Tech Stack:AIAutomationData analyticsChatbotsAgent assistAutomation platforms

Company Brief

Thumbtack
Provides an online marketplace connecting local service professionals (home improvement, events, lessons, and more) with customers seeking quotes, reviews, and booking tools to hire vetted contractors and providers.
Industry: Online Marketplaces
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Headquarters: San Francisco, United States
Founded: 2008
WebsiteLinkedIn