About the role

Senior Program Manager shaping Thumbtack’s vendor strategy and scaled service operations. Building governance, measurement, and automation for a home-services platform.

Responsibilities

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

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

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