Senior Program Manager, Vendor and Scaled Operations

🔥 17 hours ago

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

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

💵 $130.1k - $168.3k / 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 alongside 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 spanning a year or more • Set strategy, sequence work, prioritize initiatives, make capacity decisions, track dependencies, manage escalations, and communicate changes • 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 and change through teams and partners who do not report to you • Identify and build AI and automation to reduce coordination overhead and improve oversight • Coach program managers and institutionalize effective practices in playbooks and standards

🎯 Requirements

• 8+ years in program or project management, including 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 • Deep experience personally owning outsourcing relationships end to end, including commercial terms, governance, performance management, escalation, and difficult conversations • Experience building and defending make-versus-buy or vendor expansion cases using cost, quality, and risk modeling • Experience running multiple concurrent scale programs and making prioritization and capacity decisions • Experience designing repeatable operations and identifying degradation through leading indicators • Experience building durable SLA and scorecard architecture, governance models, transition playbooks, and reporting systems • Ability to build and maintain models, dashboards, and SLA tracking • Experience working in ambiguous environments without established processes • Experience mentoring program managers or sharing adopted practices • PMP, PgMP, or equivalent certification is nice-to-have