Senior Program Manager delivering client programs for DNAstack’s precision medicine and biomedical data - sharing software. Coordinating cross - functional teams, budgets, contracts, and executive stakeholders.
About the role
- Senior Program Manager owning vendor strategy and scaled service operations. Improving how Thumbtack delivers home-care services through governance, measurement, and automation.
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 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
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