Thumbtack · 23 hours ago
Sr. Automation & Process Specialist
United States
Full-time
Remote
Mid, Senior Level
$104K/yr - $107K/yr
5+ years expThumbtack helps millions of people confidently care for their homes by providing a comprehensive app for home improvement. The Sr. Automation & Process Specialist will lead the transformation of Thumbtack's service experience through process redesign and automation, focusing on improving service efficiency and quality.
Home ServicesLocalProfessional ServicesService Industry
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
Qualification
Required
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
Company
Thumbtack
Thumbtack is a home services website connecting users with local service providers.
1001-5000 employees
H1B Sponsorship
Thumbtack has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (35)
2024 (48)
2023 (39)
2022 (53)
2021 (69)
2020 (47)
Funding
Current Stage
Late StageTotal Funding
$773.2MKey Investors
Qatar Investment AuthoritySequoia CapitalBaillie Gifford
2024-07-31Debt Financing· $75M
2021-06-15Series G· $275M
2019-07-22Series F· $150M
Leadership Team
Marco Zappacosta
Co-founder & CEO
Recent News
2025-12-02
Morningstar.com
2025-11-19
Company data provided by crunchbase