高级自动化与流程专员
Senior Automation & Process Specialist
### **Thumbtack 帮助数百万家庭自信地打理他们的家。**
Thumbtack 是一款您需要的唯一应用，用于维护和改善您的家——从个性化指导到 AI 工具以及一流的雇佣体验。每天在美国每个县，人们都依靠 Thumbtack 完成紧急维修、季节性维护和更大的改进项目。我们帮助房主知道哪些项目要做、何时做以及从我们不断增长的 30 万本地服务企业社区中雇佣谁。如果创造影响激励了你，加入我们吧。想象一下我们将一起打造什么。
### **关于服务团队**
我们是一支紧密合作的团队，成员包括流程、项目管理、客户体验和人员管理方面的专业人士，致力于通过运营卓越和战略赋能提供世界级的服务。我们与前线服务团队、业务应用、质量保证、赋能和分析团队密切合作，识别客户和支持人员在支持旅程中的痛点，并通过 AI 驱动的自动化和改进流程进行重新设计。我们的目标是创造对运营团队高效、对客户和专业人员有效的服务体验。
### **职位描述**
作为高级自动化与流程专家，您将在 Thumbtack 的服务体验转型中发挥关键作用。您将负责服务旅程中的具体业务挑战，并在有针对性的自动化和 AI 应用支持下领导流程再造。您的重点是实现更快的解决速度、更一致的质量和更智能的运营，而不仅仅是配置系统。
### **您将负责**
- 识别并主导从 0 到 1 的项目，创建全新的流程或彻底革新现有的流程，而不是进行渐进式的改进。
- 设计并执行结合政策、流程和自动化的未来状态工作流，以实现可衡量的业务影响。
- 负责自动化项目的端到端交付，从发现和设计到实施、测试和发布。
- 利用 AI 工具和自动化平台（例如对话式 AI、代理辅助和自助服务）来提升服务速度、一致性和可扩展性。
- 与 QA、分析、数据科学和前线团队合作，收集洞察并验证重大改进的机会。
- 与业务应用团队合作，确保解决方案设计符合业务目标，并真正体现业务价值
查看英文原文
### **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 Team**
We are a close-knit team of process, program management, customer experience, and workforce management professionals committed to delivering world class service through operational excellence and strategic enablement. We work closely with our frontline Service, Business Apps, QA, Enablement, and Analytics teams to identify friction points in customer and pro support journeys and redesign them using AI driven automation and improved processes. Our goal is to create service experiences that are efficient for our operations team and effective for our customers and pros.
### **About the role**
As Sr. Automation & Process Specialist, you will play a key role in Thumbtack’s service experience transformation. You will take ownership of specific business challenges within the service journey and lead process redesign supported by targeted automation and AI applications. Your focus is on achieving outcomes such as faster resolution, more consistent quality, and smarter operations - not just configuring systems.
### **What you’ll do**
- 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.
### **In order to be successful, you must bring**
- 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 (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.
Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.
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: [recruitingops@thumbtack.com](mailto:recruitingops@thumbtack.com).
For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our [Job Applicant Privacy Policy](https://www.thumbtack.com/job-applicant-privacy-policy).
We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. [Check out our blueprint on how to spot the fakes.](https://careers.thumbtack.com/recruiting-scams)