Manager, Automation & Process (Service Operations)

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 the Manager of Automation & Process, you’ll lead Thumbtack’s most important service transformation efforts, focused on automation and process improvement. You’ll manage and grow a small, high-performing team while also rolling up your sleeves to drive the most complex and critical projects yourself. This role requires strong leadership and execution—your work will help redefine how we scale exceptional service across Thumbtack.

What you'll do

• 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.

In order to be successful, you must bring

• 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.