Senior Automation, Process Specialist
Posted 1 month ago
You'll complete your application on Thumbtack's career site.
About the Role
We are seeking a Senior Automation and Process Specialist to spearhead major operational enhancements. This role centers on discovering and spearheading projects that build original processes or radically overhaul current ones to elevate the marketplace experience. You will be tasked with architecting and deploying future-ready workflows that synthesize policy, procedure, and advanced automation technology to boost productivity and service output. This position is suited for a strategic professional driven to overhaul intricate systems and provide lasting, scalable solutions. Within our fast-paced setting, you will manage the complete lifecycle of automation projects, spanning from preliminary research and design to final deployment, quality assurance, and release. By utilizing modern technology, such as conversational AI and agent-assist software, you will align operational demands with technical possibilities. You will work in tandem with departments like Analytics, Data Science, and internal operations to guarantee your projects are informed by data, provide real impact, and match our organizational goals.
Requirements
- Minimum of five years of professional experience in continuous improvement or service operations, including a proven track record of managing zero-to-one initiatives.
- Strong aptitude for process analysis, with an emphasis on streamlining intricate systems, minimizing handoffs, and removing inefficiencies.
- Demonstrated competency in service environments utilizing automation and AI, including experience with self-service tools, bots, and agent-assistance technology.
- Advanced analytical and strategic skills required to link customer experience data with tangible financial and operational outcomes.
- Ability to lead cross-functional problem-solving, including facilitating discovery workshops and coordinating among diverse internal groups.
- Must currently live in the Philippines, hold legal status to work in the country, and be available to work a graveyard shift to align with US-based business hours.
Responsibilities
- Lead and identify projects with significant impact to establish new procedures or transform existing ones.
- Architect and deploy future-oriented workflows by integrating policies, internal processes, and automation software.
- Oversee the entire automation project lifecycle, including requirement discovery, system design, technical implementation, rigorous testing, and final launch.
- Utilize automation and AI platforms, including agent-assist tools and conversational AI, to maximize operational efficiency.
- Engage with Analytics, QA, Data Science, and frontline teams to obtain feedback, ensure solution validity, and capture critical insights.
- Coordinate with Business Applications to confirm that designs satisfy organizational objectives, monitor key performance metrics, record project outcomes, and develop playbooks for future innovation.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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