Senior Program Manager, Vendor and Scaled Operations

About Our Client

Thumbtack operates in the home services industry, addressing the challenge homeowners face in managing and improving their homes. It provides a platform that connects homeowners with local service professionals, offering personalized guidance and tools to facilitate repairs, maintenance, and improvements. The company supports a large community of 300,000 local service businesses across the U.S., enabling timely and efficient home care.

About the Opportunity

The SENIOR PROGRAM MANAGER, VENDOR AND SCALED OPERATIONS is responsible for overseeing the outsourced and scaled delivery model within Service Operations. This role owns the strategy, governance, and long-term programs that determine how a significant portion of service is delivered through vendor and partner relationships. The position is critical for managing commercial relationships, operational systems, and executive communication simultaneously, ensuring effective outsourcing decisions and performance management.

Responsibilities

• Own vendor and outsourcing strategy for Service Operations, including sourcing decisions and capacity management across internal and external channels.
• Manage commercial relationships alongside Legal, Finance, and Procurement, handling contracts, rate structures, and performance issues.
• Design and optimize governance models for vendor performance, including SLA frameworks and remediation processes.
• Lead a portfolio of programs, setting strategy, sequencing work, prioritizing initiatives, and driving business outcomes.
• Develop measurement frameworks for scaled delivery, tracking quality, SLA attainment, forecast accuracy, and cost-to-serve.
• Align senior leaders across multiple departments on sourcing priorities and lead change management efforts.
• Identify and implement AI and automation to improve coordination and oversight.
• Mentor program managers and institutionalize effective practices into playbooks and standards.

Requirements

• Minimum 8 years in program or project management, with at least 3 years managing vendor, BPO, or outsourced delivery relationships at scale.
• Experience managing multiple vendors, sites, or vendor transitions preferred.
• Proficiency in program management tools (e.g., Jira, Linear, Coda, Smartsheet) and familiarity with Agile and Waterfall methodologies.
• Proven track record of owning outsourcing relationships end-to-end, including commercial terms and performance management.
• Experience building and defending make-versus-buy cases with cost, quality, and risk analysis.
• Ability to manage multiple concurrent programs with prioritization and capacity decisions.
• Experience designing for repeatability and detecting performance degradation through leading indicators.

Pay Range and Compensation Package

The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.