[Remote] Sr. Automation & Process Specialist at Thumbtack

United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Home ServicesIndustries

Requirements

5+ years of experience in service operations, continuous improvement, or customer experience strategy, with a proven record of leading 0 to 1 initiatives
Strong process thinking with the ability to simplify complex systems, reduce handoffs, and remove waste
Familiarity 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

Responsibilities

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

Skills

Key technologies and capabilities for this role

Process DesignAutomationAI ApplicationsWorkflow DesignProgram ManagementOperational ExcellenceCustomer Experience

Questions & Answers

Common questions about this position

What experience is required for the Sr. Automation & Process Specialist role?

You need 5+ years of experience in service operations, continuous improvement, or customer experience strategy, with a proven record of leading 0 to 1 initiatives. Strong process thinking is essential to simplify complex systems, reduce handoffs, and remove waste. Familiarity with AI- or automation-enhanced service is also required.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this role remote or does it require office work?

This information is not specified in the job description.

What is the team culture like at Thumbtack's Service Operations Team?

The Service Operations Team is a close-knit group of process, program management, customer experience, and workforce management professionals committed to operational excellence and strategic enablement. They work closely with frontline Service, Business Apps, QA, Enablement, and Analytics teams to redesign friction points using AI-driven automation and improved processes.

What makes a strong candidate for this role?

A strong candidate has 5+ years in service operations or similar, with proven 0→1 initiative leadership, strong process thinking to simplify systems, and familiarity with AI/automation tools. Experience owning end-to-end automation delivery and partnering cross-functionally stands out.

Thumbtack

Online marketplace connecting consumers with local professionals

About Thumbtack

Thumbtack connects consumers with local professionals for various services through its online marketplace. Users can find professionals like plumbers, electricians, and landscapers by searching the platform, comparing prices, reading reviews, and booking services directly. The platform offers cost estimates based on numerous bids from professionals, helping consumers understand potential service costs. Thumbtack generates revenue by charging professionals for leads, which are inquiries made by customers through the site. This model allows Thumbtack to serve a wide range of customers across the U.S., making it easier for them to find and hire local service providers.

San Francisco, CaliforniaHeadquarters

2008Year Founded

$680.3MTotal Funding

DEBTCompany Stage

Consumer Software, Consumer GoodsIndustries

1,001-5,000Employees

Benefits

Remote Work Options

Paid Holidays

Phone/Internet Stipend

Mental Health Support

Risks

Increased competition from OfferUp could dilute Thumbtack's market share.

Dependency on RentRedi partnership may risk customer acquisition dynamics.

Reliance on external funding could be risky if market conditions change.

Differentiation

Thumbtack connects users with 300,000 local service businesses across the U.S.

The platform offers personalized guidance and cost estimates for various home services.

Thumbtack charges professionals for leads, ensuring a straightforward revenue model.

Upsides

Partnership with OfferUp expands market reach and customer base.

$75 million financing boosts technology investment and service expansion.

Experienced leaders enhance legal and user research capabilities, improving trust and experience.

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