Manager, Automation & Process

Summary

Join Thumbtack's Service Operations team as the Manager of Automation & Process, leading service transformation efforts focused on automation and process improvement. You will manage and grow a high-performing team while personally driving complex projects. This role requires strong leadership and execution to redefine how Thumbtack scales exceptional service. You will lead a team, own cross-functional projects, design and deploy AI-driven frameworks, analyze operational problems, set up processes for automation reliability, connect Service Operations and Business Applications teams, and build a strong team culture. The position demands significant experience in service operations and business transformation, including team leadership and project management expertise. Success requires expertise in service design, automation, AI-driven improvements, and data-driven decision-making.

Requirements

• 12+ years of experience in service operations or business transformation, including 5+ years leading teams, with a strong track record of building high-performing teams and developing talent
• Led major transformation projects from 0-1 that drove significant improvements in operations and customer experience through innovative, first-of-their-kind solutions
• Expert in service design, automation, and AI-driven process improvements, with hands-on experience rolling out large-scale solutions and using data to drive decisions
• Confident, strategic leader with experience influencing executives, turning big-picture goals into actionable plans, and getting teams aligned around change
• Skilled in process improvement using lean, six sigma, or similar frameworks to drive major change in how service teams operate
• In-depth understanding of customer experience design, and how tools like AI, chatbots, agent assist, and automation platforms can scale quality service
• Thrives in ambiguous, fast-paced environments, staying focused on high-impact results while managing complex projects with multiple stakeholders and priorities

Responsibilities

• Lead and grow a team of 3–4 automation and process specialists, while personally executing Thumbtack’s most complex, high-impact process transformations that drive our competitive edge
• Own large cross-functional projects across multiple service areas, acting as the go-to advisor for senior leaders on where to invest time and resources in service improvements
• Design and deploy enterprise-level frameworks that use AI and automation to improve how we deliver service, taking the lead on high-stakes implementations
• Analyze tough operational problems using data and analytics, and build solutions that significantly lower costs, improve quality, and boost customer satisfaction
• Set up clear processes and guidelines for making sure automations work reliably, changes are managed well, and performance is tracked consistently
• Act as the main connection point between the Service Operations and Business Applications teams, making sure technical work meets real business needs and delivers results
• Build a strong team culture, helping your team grow through coaching, clear expectations, and development opportunities