Senior Program Manager, Vendor and Scaled Operations
New
T
ThumbtackCommercial Operations
Remote, Ontario; Remote, British ColumbiaFull-TimeSenior
Salary$102,000 - $132,000 (total cash compensation)
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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 in Agile and Waterfall methodologies.
- Proven ability to manage commercial terms, including SOWs and SLA credits.
- Experience building cost, quality, and risk models for make-versus-buy decisions.
- Demonstrated ability to own portfolio-level prioritization and capacity calls.
- Experience designing durable operational infrastructure, such as scorecards and transition playbooks.
- PMP, PgMP, or equivalent certification is nice-to-have.
Responsibilities
- Own end-to-end vendor and outsourcing strategy, including sourcing, capacity planning, and managing commercial relationships (SOWs, rate structures, SLA remedies).
- Design and optimize vendor governance models, including SLA architecture, scorecard design, and escalation playbooks.
- Manage a portfolio of concurrent scale programs, making prioritization and capacity decisions to ensure predictable multi-party delivery.
- Build measurement frameworks to track quality, SLA attainment, forecast accuracy, and cost-to-serve.
- Align senior executives across Service Operations, Legal, Finance, and Product on sourcing priorities and drive adoption of new processes.
- Develop AI and automation solutions to reduce coordination overhead and institutionalize standards via durable playbooks.
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