Thumbtack

8 months ago

Automation & Process Specialist II

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Drive service-journey process redesign for Thumbtack’s Service Operations team by identifying new 0–1 business opportunities and building future-state workflows powered by automation and AI. Partner with QA, analytics, data science, and frontline teams to validate improvements, document frameworks and playbooks, and track performance metrics to deliver faster resolutions, more consistent quality, and smarter operations.

Location: Philippines

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Identify opportunities for entirely new processes or fundamental shifts and drive 0–1 initiatives rather than incremental gains.
•Design future-state workflows that combine policy, process, and automation to improve operational effectiveness.
•Partner with QA, analytics, data science, and frontline teams to gather insights, validate opportunities, and drive radical improvements.
•Collaborate with Business Applications to ensure solutions align with business intent and support prompt design, decision tree logic, and automation flows as needed.
•Track and interpret performance metrics, and document frameworks, playbooks, and best practices to enable repeatable cross-team improvement.

Key Requirements

•3–5 years of experience in service operations, continuous improvement, or CX strategy with a track record of driving 0 to 1 initiatives.
•Strong process thinking to simplify complex systems, reduce handoffs, and eliminate waste through radical change.
•Familiarity with AI- or automation-enhanced service environments (e.g., bots, agent assist, self-service) and a vision for their transformative potential.
•Comfort leading discovery, facilitation, and cross-functional problem solving focused on groundbreaking solutions.
•Strong business judgment connecting customer experience outcomes to operational mechanics and bottom-line impact.

Experience:3-5 years

Skills:Process thinkingCross-functional collaborationDiscovery facilitationBusiness judgmentContinuous improvement

Tech Stack:AIAutomationBotsAgent assistSelf-service

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

Website LinkedIn

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Thumbtack

8 months ago

Automation & Process Specialist II

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 21 hours agoStatus: Live

Job Summary

Location: Philippines

Workplace: Remote

Employment Type: Full time

Job Function: Communications, PR & Community

Seniority: Mid level

Key Responsibilities

•Identify opportunities for entirely new processes or fundamental shifts and drive 0–1 initiatives rather than incremental gains.
•Design future-state workflows that combine policy, process, and automation to improve operational effectiveness.
•Partner with QA, analytics, data science, and frontline teams to gather insights, validate opportunities, and drive radical improvements.
•Collaborate with Business Applications to ensure solutions align with business intent and support prompt design, decision tree logic, and automation flows as needed.
•Track and interpret performance metrics, and document frameworks, playbooks, and best practices to enable repeatable cross-team improvement.

Key Requirements

•3–5 years of experience in service operations, continuous improvement, or CX strategy with a track record of driving 0 to 1 initiatives.
•Strong process thinking to simplify complex systems, reduce handoffs, and eliminate waste through radical change.
•Familiarity with AI- or automation-enhanced service environments (e.g., bots, agent assist, self-service) and a vision for their transformative potential.
•Comfort leading discovery, facilitation, and cross-functional problem solving focused on groundbreaking solutions.
•Strong business judgment connecting customer experience outcomes to operational mechanics and bottom-line impact.

Experience:3-5 years

Skills:Process thinkingCross-functional collaborationDiscovery facilitationBusiness judgmentContinuous improvement

Tech Stack:AIAutomationBotsAgent assistSelf-service

Company Brief

Thumbtack

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Headquarters: San Francisco, United States

Founded: 2008

Website LinkedIn