Senior Program Manager, Vendor and Scaled Operations Commercial Operations Full Time Thumbtack helps millions of people confidently care for their homes. Thumbtack is the one app you need to take care of and improve your home — from personalized guidance to AI tools and a best-in-class hiring experience. people turn to Thumbtack to complete urgent repairs, seasonal maintenance, and bigger improvements. We help homeowners know projects to do, when to do them, and who to hire from our growing community of 300,000 local service businesses.

We're a tight-knit team of program management, process & automation, and workforce management professionals working together to deliver world-class service through operational excellence and strategic enablement. We collaborate closely with frontline Service, Business Apps, QA, Enablement, and Analytics teams to plan and deliver on complex initiatives that improve processes, tools, and how our service operates day-to-day. Our focus is on creating service experiences that are both efficient for our operations team while providing an excellent experience for our customers and pros.

Director Quality

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. 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, and how we scale or unwind capacity as the business changes.

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.



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. Own Thumbtack's vendor and outsourcing strategy for Service Operations - sourcing decisions, make-versus-buy recommendations, capacity strategy across internal, vendor, and partner channels, and the case for expanding, consolidating, or exiting a partner.

Own the commercial relationship alongside Legal, Finance, and Procurement (SOWs, rate structures, SLA credits and remedies, renewals) and know which levers to pull when performance slips. Design and optimize the governance model for vendor performance: Set the strategy, sequence the work, decide what does and doesn't get done, drive it to business-level outcomes, and establish the operating rhythms - cadences, decision logs, dependency tracking, escalation thresholds, change communication - that keep distributed, multi-party delivery predictable. Build the measurement framework for the scaled delivery model: quality, SLA attainment, forecast accuracy, cost-to-serve, and the leading indicators that reveal a program is silently degrading before the lagging metrics do.

Define what "good" looks like and close the loop so performance data actually changes behavior - on our side and the vendor's. Align senior leaders and lead the change. Bring executives across Service Operations, IT, Legal, Finance, Product, and Workforce Management to a decision on sourcing priorities and tradeoffs, translating tangled multi-party problems into a explicit recommendation - then drive adoption through teams and partners who don't report to you,



including the unglamorous follow-through that determines whether change sticks. 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. You've personally owned an outsourcing relationship end to end - commercial terms, governance, performance management, escalation, and the hard conversations - not just coordinated with one someone else owned.

You've also built and defended a make-versus-buy or vendor expansion case with cost, quality, and risk modeling, and taken it to senior leadership. ~ A track record of building durable infrastructure. You've stepped into situations with no established approach and built one, with the judgment to know when structure helps and when it would slow things down - and you've mentored program managers or been the person other teams borrow practices from. In addition to our virtual-first model, we offer: Recharge with PTO, in addition to 20 company-wide holidays each year, including a week-long end-of-year shutdown.

Remote work stipend and reimbursements $1,000 USD/$1,400 CAD annual stipend for professional development, self care, office set-up and more. We also provide cell phone and Wi-Fi reimbursements. All parents receive up to 12 weeks of paid parental leave, and birthing parents receive 8 additional weeks, for a total of 20 weeks of 100% paid parental leave (US & CAN).

Family formation benefits $30,000 USD/CAD lifetime max reimbursement for family planning. 450 USD/CAD quarterly stipend to book a pro on Thumbtack for virtual or in-person services — anything from home care services to planning a child’s birthday party and beyond.

📌 Senior Program Manager, Vendor and Scaled Operations (Toronto)
🏢 Thumbtack
📍 Toronto