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Javelin Venture Partners

Senior Program Manager, Vendor and Scaled Operations

ON, Canada
Ontario, Canada, Canada

Pay: For candidates living in Ontario and British Columbia, the expected total cash compensation (base salary + variable pay, if applicable) range for this role is currently $102,000 - $132,000
Job type: Full-time
Apply by: Oct 26, 2026
Posting language: English
Posted: Sep 26, 2026

Apply About employer

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Original job description

Thumbtack

Operations

Full-time

Ontario, Canada

British Columbia, Canada

Posted on Sep 26, 2026

Apply now

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 Ontario and British Columbia, the expected total cash compensation (base salary + variable pay, if applicable) range for this role is currently $102,000 - $132,000

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.

For information about how Thumbtack collects, uses, and shares personal information about job applicants, please see our 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.

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More about this job

Responsibilities

Own Thumbtack’s vendor and outsourcing strategy, commercial relationships, performance governance, and portfolio of scaled Service Operations programs. Build durable measurement and operating frameworks, align senior stakeholders on sourcing and capacity decisions, and improve delivery through automation, change leadership, and program-management standards.

Requirements

Requires 8 or more years of program or project management experience, including at least 3 years owning vendor, BPO, or outsourced delivery relationships at scale. Candidates should have experience with sourcing decisions, commercial and performance governance, portfolio prioritization, and durable operational frameworks; multi-vendor or vendor-transition experience is preferred, while PMP, PgMP, or an equivalent certification is a plus.

Skills

Vendor Management
Outsourcing Strategy
Program Management
Portfolio Management
Make-Versus-Buy Analysis
Commercial Negotiation
Performance Management
Service-Level Agreement Governance
Capacity Planning
Cost, Quality, and Risk Modeling
Executive Stakeholder Management
Change Management
Process Automation
Artificial Intelligence
Agile and Waterfall Methodologies
Jira

Visa sponsorship

Not detected in the job text

Keywords

Vendor Management
Business Process Outsourcing
Outsourcing Strategy
Make-Versus-Buy
Service Operations
Program Management
Portfolio Management
Commercial Terms
Statements of Work
Rate Structures
Service-Level Agreements
Scorecards
Quarterly Business Reviews
Governance Models
Escalation Management
Remediation Playbooks
Capacity Planning
Cost-to-Serve
Forecast Accuracy
Quality Management
Workforce Management
Artificial Intelligence
Automation
Jira
Linear
Coda
Smartsheet
Agile
Waterfall
PMP

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