Manager, Automation & Process

Summary

Join Thumbtack's Service Operations team as the Manager, Automation & Process, leading strategic service transformation initiatives focused on automation and process improvement. You will build and develop a high-performing team, personally driving complex transformations, and coaching your team to achieve breakthrough results. This role demands visionary leadership and hands-on execution, aiming for paradigm-shifting outcomes that redefine how Thumbtack scales world-class service delivery. You will lead a team of 3-4 automation and process specialists, own cross-functional initiatives, and serve as a strategic advisor to senior leadership. Responsibilities include designing AI-enhanced service delivery frameworks, conducting deep-dive analyses of operational challenges, establishing governance frameworks, and acting as a liaison between Service Operations and Business Applications. You will also create comprehensive documentation and training materials.

Requirements

• 12+ years of progressive experience in service operations or business transformation with 5+ years in people management, including proven track record of building high-performing teams and developing talent
• Exceptional history of leading 0-1 transformational initiatives that delivered step-change improvements in operational performance and customer experience through paradigm-shifting approaches
• Deep expertise in service design principles, automation technologies, and AI-enabled process optimization, with hands-on experience implementing enterprise-scale solutions and advanced analytical capabilities
• Strong leadership presence with ability to influence executive stakeholders, translate business vision into executable strategies, and drive organizational alignment around transformational initiatives
• Outstanding business judgment balancing short-term operational needs with long-term strategic objectives, combined with exceptional communication skills for presenting complex concepts to executive audiences
• Experience with lean methodologies, six sigma, or similar process improvement frameworks applied to drive radical operational change in modern service delivery environments
• Deep understanding of customer experience design and AI/automation's role in scaling service excellence, including familiarity with chatbots, agent assist tools, and automated workflow platforms

Responsibilities

• Lead and develop a team of 3-4 automation and process specialists while personally executing the most complex, high-stakes process transformations that define Thumbtack's competitive advantage
• Own cross-functional initiatives spanning multiple service domains, serving as primary strategic advisor to senior leadership on service transformation opportunities and resource allocation
• Design and implement enterprise-level frameworks for AI-enhanced service delivery, personally leading technically complex automation implementations for mission-critical business outcomes
• Drive deep-dive analyses into systemic operational challenges using advanced analytics to architect revolutionary solutions that deliver step-change improvements in cost, quality, and satisfaction
• Establish governance frameworks and scalable methodologies for automation reliability, change management, and performance measurement across all service domains
• Act as primary liaison between Service Operations and Business Applications, ensuring technical solutions align with business intent and deliver measurable ROI
• Create comprehensive documentation, training materials, and knowledge transfer processes that institutionalize transformational innovations for enterprise-scale deployment

Benefits

• For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $142,800 - $193,200
• For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $128,500 - $173,900
• For candidates living in all other US locations, the expected salary range for this role is currently $121,400 - $164,200