Senior Program Manager, Vendor and Scaled Operations
New
T
ThumbtackCommercial Operations
Remote, United StatesFull-TimeSenior
SalaryFor candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected total cash compensation (base salary + variable pay, if applicable) range for the role is currently $153,000 - $198,000. For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected total cash compensation (base salary + variable pay, if applicable) range for the role is currently $137,700 - $178,200. For candidates living in all other US locations, the expected total cash compensation (base salary + variable pay, if applicable) range for this role is currently $130,100- $168,300
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Job Details
- Experience
- 8+ years in program or project management, including 3+ years owning vendor, BPO, or outsourced delivery relationships at scale.
- Required Skills
- AgileJira
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 vendor transitions.
- Proficiency in program management tooling (e.g., Jira, Linear, Coda, Smartsheet).
- Fluency across Agile and Waterfall methodologies.
- Demonstrated ability to own commercial terms, governance, performance management, and escalations end-to-end.
- Experience building and defending make-versus-buy or vendor expansion cases with cost, quality, and risk modeling.
- Proven track record of building durable infrastructure like SLA/scorecard architectures and transition playbooks.
- Experience running concurrent scale programs with complex interdependencies.
- Strong communication skills with the ability to translate technical or operational problems for executive leadership.
Responsibilities
- Own Thumbtack's vendor and outsourcing strategy for Service Operations including sourcing decisions, capacity planning, and commercial relationship management.
- Design and optimize governance models, including SLA and scorecard architecture, QBR structures, and escalation paths.
- Manage a portfolio of programs, setting strategy, sequencing work, and establishing operating rhythms for multi-party delivery.
- Build measurement frameworks to monitor quality, SLA attainment, cost-to-serve, and forecast accuracy.
- Align senior leadership across Service Operations, IT, Legal, Finance, and Product to drive sourcing priorities and process adoption.
- Identify and build AI and automation solutions to reduce coordination overhead and improve oversight.
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