Senior Program Manager, Vendor and Scaled Operations

🕒 September 25

🌐 Canada, United States, +1 more countries – Remote

🇨🇦 Canada – Remote 🇺🇸 United States – Remote 🇵🇭 Philippines – Remote

💵 $102k - $132k / year

⏰ Full Time

🟠 Senior

📋 Program Manager

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Thumbtack

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏪 Marketplace

☁️ SaaS

💰 $75M Debt Financing - Thumbtack on 2024-07

Marketplace • SaaS

Thumbtack is an online marketplace that connects homeowners with local service professionals for home maintenance, repairs, remodeling, and other home projects. The platform lets customers describe projects in their own words, browse local pros across many trades (e. g. , cleaners, handymen, plumbers, electricians, painters, HVAC, contractors, landscapers), view reviews and cost estimates, message pros without sharing contact details until messaging, and offers a guarantee up to $2,500 if a job isn't done as agreed. Thumbtack provides consumer-facing apps and a separate pro-focused experience with resources, community, and tools for professionals to manage leads and reviews. It covers every county in the U. S. and emphasizes project guides, cost guides, and home maintenance plans.

📋 Description

• Own Thumbtack's vendor and outsourcing strategy for Service Operations, including sourcing decisions, make-versus-buy recommendations, capacity strategy, and partner expansion, consolidation, or exit cases • Own commercial relationships with Legal, Finance, and Procurement, including SOWs, rate structures, SLA credits and remedies, and renewals • Design and optimize vendor-performance governance, including SLA and scorecard architecture, QBRs, decision rights, escalation paths, and remediation playbooks • Own a portfolio of scaled operations and partner-support programs, setting strategy, sequencing work, prioritizing initiatives, and making capacity decisions • Establish operating rhythms including cadences, decision logs, dependency tracking, escalation thresholds, and change communication • Build measurement frameworks covering quality, SLA attainment, forecast accuracy, cost-to-serve, and leading indicators • Align senior leaders across Service Operations, IT, Legal, Finance, Product, and Workforce Management on sourcing priorities and tradeoffs • Drive adoption through teams and partners without direct reporting authority • Identify and build AI and automation to reduce coordination overhead and improve oversight • Coach program managers and institutionalize effective practices into playbooks and standards

🎯 Requirements

• 8+ years in program or project management • 3+ years owning vendor, BPO, or outsourced delivery relationships at scale • Experience with multiple vendors, multiple sites, or a vendor transition strongly preferred • Proficiency in program management tooling such as Jira, Linear, Coda, or Smartsheet • Fluency across Agile and Waterfall approaches • PMP, PgMP, or equivalent is nice-to-have • End-to-end ownership of outsourcing relationships, including commercial terms, governance, performance management, escalation, and difficult vendor discussions • Experience building and defending make-versus-buy or vendor expansion cases with cost, quality, and risk modeling • Experience running multiple concurrent scale programs with portfolio tradeoffs and prioritization decisions • Experience designing repeatable operations and identifying degradation through leading indicators • Track record of building durable infrastructure such as SLA and scorecard architecture, governance models, transition playbooks, and reporting systems • Experience building and maintaining models, dashboards, and SLA tracking • Experience building approaches in ambiguous environments • Experience mentoring program managers or sharing practices with other teams

🏖️ Benefits

• Variable pay may be included in total cash compensation • Reasonable accommodation for individuals with disabilities during the application process