Senior Automation, Process Specialist
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Job Description
Senior Automation Specialist redesigning Thumbtack’s home-service support operations with AI and automation. Leading 0→1 workflows, process transformation, and measurable service improvements.
Responsibilities:
- 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
- Own end-to-end delivery of automation initiatives from discovery and design through implementation, testing, and launch
- Leverage AI tools and automation platforms, including conversational AI, agent assist, and self-service
- Partner with QA, Analytics, Data Science, and frontline teams to gather insights and validate improvement opportunities
- Collaborate with Business Applications to align solution designs with business goals
- Track key performance metrics, 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
- 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, such as bots, agent assist, and self-service
- Skilled in leading discovery sessions, facilitating collaboration, and driving cross functional problem solving
- Strong analytical and strategic skills to connect customer experience outcomes with operational and financial results
- Passion for building scalable systems that represent a paradigm shift
- Must currently reside in the Philippines
- Must be authorized to work in the Philippines
- Amenable to working a graveyard shift supporting US operations
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