Senior Program Manager, Vendor and Scaled Operations

📋 Description

• Own Thumbtack's vendor and outsourcing strategy for Service Operations - sourcing decisions
• Design and optimize the governance model for vendor performance: SLA and scorecard architecture
• Own a portfolio of programs, setting strategy, sequencing work, deciding priorities, and
• Build the measurement framework for the scaled delivery model: quality, SLA attainment, forecast
• Align senior leaders across Service Operations, IT, Legal, Finance, Product, and Workforce
• Raise the bar by identifying and building AI and automation to reduce coordination overhead and

🎯 Requirements

• 8+ years in program or project management, including 3+ years owning vendor, BPO, or outsourced
• Deep vendor ownership and sourcing judgment, with experience building make-versus-buy or vendor
• Portfolio-level ownership of multiple concurrent scale programs with genuine tradeoffs.
• Track record of building durable infrastructure such as SLA and scorecard architecture, governance
• Comfort in ambiguous situations with a habit of building structure and mentoring others.

🎁 Benefits

• Expected salary ranges: $153,000 - $198,000 (San Francisco/Bay Area, San Jose, NYC, Seattle)
• Equal opportunity workplace; reasonable accommodation for disabilities.
• Commitment to diversity and inclusive hiring practices.