[Hiring] Senior Program Manager, Vendor and Scaled Operations @Thumbtack

Role Description

As a Senior Program Manager, Vendor & Scaled Operations within Thumbtack's Service Operations PMO, you will own our outsourced and scaled delivery model - the strategy, the governance, and the long-horizon programs that determine how a meaningful share of our service gets delivered. This is not a generalist PM role. It is purpose-built for someone who can hold a commercial relationship, an operational system, and an executive narrative at the same time.

You will own Thumbtack's vendor and BPO strategy for Service Operations end to end:

• How we decide what to outsource
• How we hold partners accountable
• How we govern performance
• How we scale or unwind capacity as the business changes

You'll own a portfolio of scaled operations and partner support programs spanning a year or more, with real interdependencies between them, and you'll make the prioritization and capacity calls across that portfolio rather than escalating them.

You'll also be the person leadership turns to for the make-versus-buy conversation. Expect to build the cost, quality, and risk case for how we scale, bring it to senior leaders and to vendor executives, and then be accountable for the model you recommended.

This is a high-leverage, high-ambiguity role. Much of the infrastructure you'll need does not fully exist yet, and building it durably - so it outlasts you - is a core part of the job.

Qualifications

• 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 is strongly preferred.
• Proficiency in program management tooling (e.g., Jira, Linear, Coda, Smartsheet) and fluency across Agile and Waterfall approaches.
• PMP, PgMP, or equivalent is nice-to-have.
• Deep vendor ownership and sourcing judgment.
• Portfolio-level ownership.
• A track record of building durable infrastructure.
• Comfort where the playbook doesn't exist, and a habit of leaving people better than you found them.

Requirements

• Own Thumbtack's vendor and outsourcing strategy for Service Operations.
• Design and optimize the governance model for vendor performance.
• Own a portfolio of programs.
• Build the measurement framework for the scaled delivery model.
• Align senior leaders and lead the change.
• Raise the bar on how this work gets done.

Benefits

• Expected total cash compensation (base salary + variable pay, if applicable) range for this role is currently $102,000 - $132,000.
• Actual offered salaries will vary based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.