Job description
Thumbtack helps millions of people confidently care for their homes.
Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.
About the Service Operations Team
We’re a tight-knit team of process, program management, customer experience and workforce management professionals working together to deliver world-class service through operational excellence and strategic enablement. We collaborate closely with frontline Service, Business Apps, QA, Enablement, and Analytics teams to identify friction points in customer and pro support journeys, and redesign them with AI-enabled automation and processes. Our focus is on creating service experiences that are both efficient for our operations team and effective for our customers and pros.
About the role
As an Automation & Business Process Specialist, you will be a key contributor to Thumbtack’s service experience transformation. You’ll own specific business problems within the service journey and drive process redesign, supported by targeted automation and AI applications. Your orientation is toward outcomes—faster resolution, more consistent quality, and smarter operations—not just system configuration.
What you’ll do
- Identify opportunities for entirely new processes or fundamental shifts in existing ones, driving 0-1 initiatives rather than incremental gains.
- Design future-state workflows that revolutionize operational effectiveness, combining policy, process, and automation to achieve breakthrough results.
- Partner with QA, analytics, data science, and frontline teams to gather insights and validate opportunities for radical improvement.
- Collaborate with Business Applications to ensure solution designs represent a fundamental shift and are aligned with business intent.
- Support prompt design, decision tree logic, and automation flows when needed—always within the broader business context of transformative impact.
- Track and interpret performance metrics to evaluate the success of new initiatives and identify opportunities for further innovation.
- Document frameworks, playbooks, and best practices that allow repeatable improvement and cross-team alignment for future ground-up initiatives.
In order to be successful, you must bring
- 3–5 years of experience in service operations, continuous improvement, or CX strategy, with a proven track record of driving 0 to 1 initiatives.
- Strong process thinking: ability to simplify complex systems, reduce handoffs, and eliminate waste, with a bias towards radical change.
- Familiarity with AI- or automation-enhanced service environments (e.g., bots, agent assist, self-service) and a vision for their transformative potential.
- Comfortable leading discovery, facilitation, and cross-functional problem solving with a focus on groundbreaking solutions.
- Strong business judgment, able to connect customer experience outcomes to operational mechanics and bottom-line impact through innovative approaches.
- Passion for building excellent, scalable systems that represent a paradigm shift, not just optimizing existing tools.
Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.
Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [email protected].
If you are a California resident, please review information regarding your rights under California privacy laws contained in Thumbtack’s Privacy policy available at https://www.thumbtack.com/privacy/ .
