Senior Program Manager, Vendor & Scaled Operations (Fully Remote)

Thumbtack; United States; Remote; USD 150,000 - 210,000; Full time

Job summary

Thumbtack helps millions of people confidently care for their homes through personalized guidance, AI tools, and a best-in-class hiring experience. This role will shape how services are sourced and delivered at scale.

The Head of Service Operations vendor strategy will own end-to-end outsourcing decisions, mentor managers, and drive playbooks and standards that scale across the organization.

Responsibilities

• Own the end-to-end vendor and outsourcing strategy for Service Operations.
• Serve as leadership's primary contact for the make-versus-buy conversations, building cost, quality, and risk cases for scaling.
• Mentor program managers and institutionalize best practices into playbooks and standards.
• Design SLA, scorecard, and QBR architectures along with escalation paths and remediation playbooks.
• Own a portfolio of multi-year programs, setting strategy, sequencing work, and making prioritization calls.
• Establish operating rhythms including cadences, decision logs, and change communication for distributed teams.
• Manage commercial relationships with Legal, Finance, and Procurement, including SOWs, rate structures, and renewals.
• Build measurement frameworks for quality, SLA attainment, cost-to-serve, and leading indicators of program degradation.
• Align senior leaders across Service Operations, IT, Legal, and Finance on sourcing priorities and tradeoffs.

Job description

• Own the end-to-end vendor and outsourcing strategy for Service Operations, driving sourcing decisions and make-versus-buy recommendations.
• Serve as leadership's primary contact for the make-versus-buy conversation, building cost, quality, and risk cases for scaling.
• Mentor program managers and institutionalize best practices into playbooks and standards.

Program Governance:

• Design SLA, scorecard, and QBR architectures along with escalation paths and remediation playbooks.
• Own a portfolio of multi-year programs, setting strategy, sequencing work, and making prioritization calls.
• Establish operating rhythms including cadences, decision logs, and change communication for distributed teams.

Vendor and Performance Management:

• Manage commercial relationships with Legal, Finance, and Procurement, including SOWs, rate structures, and renewals.
• Build measurement frameworks for quality, SLA attainment, cost-to-serve, and leading indicators of program degradation.
• Align senior leaders across Service Operations, IT, Legal, and Finance on sourcing priorities and tradeoffs.

Thumbtack

Thumbtack helps millions of people confidently care for their homes through personalized guidance, AI tools, and a best-in-class hiring experience. Backed by a community of 300,000 local service businesses, the company focuses on operational excellence and strategic enablement.