高级项目经理，供应商与扩展运营
Senior Program Manager, Vendor and Scaled Operations
### **Thumbtack 帮助数百万用户自信地照顾自己的家。**
Thumbtack 是您需要的唯一应用，用于维护和改善您的家——从个性化指导到 AI 工具以及一流的招聘体验。每天在美国每个县，人们都依靠 Thumbtack 完成紧急维修、季节性维护和更大的改进项目。我们帮助房主知道该做什么项目、何时做以及从我们不断增长的 30 万本地服务企业社区中聘请谁。如果做出影响 inspires 你，加入我们。想象一下我们将一起打造什么。
### **关于服务运营团队**
我们是一个紧密协作的团队，由项目管理、流程与自动化以及人员管理的专业人士组成，共同通过运营卓越和战略赋能来提供世界级的服务。我们与前线服务、业务应用、QA、赋能和分析团队密切合作，规划并完成复杂的项目，以改进流程、工具以及我们的服务日常运作方式。我们的重点是创造既高效于我们的运营团队，又为我们的客户和专业人士提供卓越体验的服务体验。
### 关于该职位
作为 Thumbtack 服务运营 PMO 中的高级项目经理，负责供应商和扩展运营，您将负责我们的外包和扩展交付模式——策略、治理以及决定我们服务中重要部分如何交付的长期计划。这不是一个通用的项目经理职位。它专为能够同时掌握商业关系、运营系统和高管叙事的人而设计。
您将负责 Thumbtack 服务运营的供应商和 BPO 策略的全流程：我们如何决定外包什么，如何对合作伙伴负责，如何管理绩效，以及随着业务变化如何扩展或缩减产能。您将负责一系列持续一年或更久的扩展运营和合作伙伴支持项目，这些项目之间有实际的相互依赖关系，您将自行决定这些项目的优先级和产能，而不是向上级汇报。
您也将是领导层在“自建还是采购”讨论中寻求意见的人。预计您将构建规模扩展的成本、质量和风险案例，将其提交给高级管理层和供应商高管，并对您推荐的模型负责。
这是一个高杠杆、高不确定性的职位。大部分工作内容会涉及……
查看英文原文
### **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. Every day in every county of the U.S., people turn to Thumbtack to complete urgent repairs, seasonal maintenance and bigger improvements. We help homeowners know which projects to do, when to do them and who to hire from our growing community of 300,000 local service businesses. If making an impact inspires you, join us. Imagine what we’ll build together.
### **About the Service Operations Team**
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.
### About the role
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, and 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.
### **What you’ll do**
- **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:** SLA and scorecard architecture, QBR structure, decision rights, escalation paths, and remediation playbooks. Build durable frameworks, not one-off trackers.
- **Own a portfolio of programs.** 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 clear recommendation - then drive adoption through teams and partners who don't report to you, including the unglamorous follow-through that determines whether change sticks.
- **Raise the bar on how this work gets done.** Identify and build AI and automation that reduces coordination overhead and improves oversight at scale, and coach other program managers while institutionalizing what works into playbooks and standards, so every future partnership starts from a higher floor.
### **In order to be successful, you must bring**
- **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.** 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.
- **Portfolio-level ownership.** You've run multiple concurrent scale programs with genuine tradeoffs between them, and owned the prioritization and capacity calls yourself. You've run programs where consistency of human execution at volume is the product - you know how to design for repeatability, and you spot degradation from leading indicators rather than after the fact.
- **A track record of building durable infrastructure.** SLA and scorecard architecture, governance models, transition playbooks, reporting systems - things other teams adopted and still use. You build and maintain the models, dashboards, and SLA tracking yourself rather than waiting for someone else to instrument it.
- **Comfort where the playbook doesn't exist, and a habit of leaving people better than you found them.** 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.
### **Expected salary ranges**
- For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected total cash compensation (base salary + variable pay, if applicable) range for the role is currently $153,000 - $198,000
- For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected total cash compensation (base salary + variable pay, if applicable) range for the role is currently $137,700 - $178,200
- For candidates living in all other US locations, the expected total cash compensation (base salary + variable pay, if applicable) range for this role is currently $130,100- $168,300
Actual offered salaries will vary and will be based on various factors, such as calibrated job level, qualifications, skills, competencies, and proficiency for the role.
Thumbtack embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, pregnancy, sexual orientation, gender identity or expression, religion, national origin, ancestry, citizenship, marital status, military or veteran status, genetic information, disability status, or any other characteristic protected by federal, provincial, state, or local law. We also will consider for employment qualified applicants with arrest and conviction records, consistent with applicable law.
Thumbtack is committed to working with and providing reasonable accommodation to individuals with disabilities. If you would like to request a reasonable accommodation for a medical condition or disability during any part of the application process, please contact: [recruitingops@thumbtack.com](mailto:recruitingops@thumbtack.com).
For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our [Job Applicant Privacy Policy](https://www.thumbtack.com/job-applicant-privacy-policy).
We put as much craftsmanship into candidate safety as we do into the hiring experience itself. While scammers may try to impersonate our team, we’ll never ask you for money, banking info, or SSNs during hiring. [Check out our blueprint on how to spot the fakes.](https://careers.thumbtack.com/recruiting-scams)