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Added 1 min ago
Project Manager
WSP in Canada
Terrace, BC
Full-time
We’re excited to welcome a Project Manager / Project Engineer to our growing team in Terrace, British Columbia. In this role, you’ll support the delivery of complex, multidisciplinary heavy…
Added 2 mins ago
Acheteur NPI / NPI Buyer
RTX
Longueuil, QC
Full-time
Added 2 mins ago
Assistant Chef Manager
Farm Boy Inc.
Collingwood, ON
From $21.5 CAD / hour
Full-time
You’ll partner with the Department Manager to help lead the delivery of exceptional food and service experiences that reflect Farm Boy’s commitment to the best fresh shopping experience.…
Added 2 mins ago
Senior Manager, Engineer & Build
Royal Bank of Canada
Toronto, ON
Full-time
As a Senior Manager, Engineering & Build (Hands-On Leader), you will lead an engineering team while contributing ≈50% hands-on to design and deliver cloud-native, governed, and reliable…
Added 2 mins ago
Physiotherapist - Physio Therapy Corporate
William Osler Health System
Brampton, ON
Part-time
…offer you incredible exposure to best-in-class health care delivery and challenging hands-on opportunities to stay at the top of your…
Added 2 mins ago
Logistics Coordinator/Coordonnateur ou coordonnatrice de la logistique (Calgary)
Konica Minolta Business Solutions, U.S.A., Inc.
Calgary, AB
Full-time
Coordinate with Service, Admin, and third-party logistics service providers regarding on-time delivery to the client.
Added 2 mins ago
Member Services Representative - Elie Branch
Assiniboine Credit Union
Elie, MB
Full-time
Reporting to the Assistant Branch Manager, the Member Service Representative (MSR) plays a key role in delivering consistent and compelling member experience at ACU. The Member Service…
Added 2 mins ago
Overnight Front Desk Supervisor
Four Seasons Hotels and Resorts
Whistler, BC · Four Seasons Whistler
Full-time
Support the Guest Services team with luggage delivery, room escorts, and valet parking operations.
Added 2 mins ago
Managed Svcs Service Manager III
Equinix
Toronto, ON
Full-time
Plays a role in delivery of QBR and QBR preparation
Added 2 mins ago
Administrative Support Clerk, Mental Health and Substance Use Services
Fraser Health
New Westminster, BC
Part-time
Supporting the Vision, Values, Purpose and Commitments of Fraser Health including service delivery that is centered around patients/clients/residents and families, the Administrative…
Added 2 mins ago
Scheduler Home Support Services Abbotsford
Fraser Health
Abbotsford, BC
Under the general supervision of the Manager or designate, coordinates and maintains the scheduling of designated Home Health/Home Support (HH/HS) staff to ensure provision of services to…
Added 2 mins ago
Administrative Support Clerk, Mental Health and Substance Use Services
Fraser Health
New Westminster, BC
Part-time
Supporting the Vision, Values, Purpose and Commitments of Fraser Health including service delivery that is centered around patients/clients/residents and families, the Administrative…
Added 2 mins ago
Technical Account Manager
Benevity
Remote, Canada
$61,800 to $84,920 CAD / year
Full-time · Remote
Benevity’s Technical Account Manager (TAM) will play a pivotal role in establishing and nurturing strong relationships with our clients. The TAM will be the bridge between the technical…
Added 2 mins ago
Technical Account Manager - Term
Benevity
Remote, Canada
Full-time · Remote
Benevity’s Technical Account Manager (TAM) will play a pivotal role in establishing and nurturing strong relationships with our clients. The TAM will be the bridge between the technical…
Added 2 mins ago
Technical Account Manager - Term
Benevity
Remote, Canada
$61,800 to $84,920 CAD / year
Full-time · Remote
Benevity’s Technical Account Manager (TAM) will play a pivotal role in establishing and nurturing strong relationships with our clients. The TAM will be the bridge between the technical…
Added 2 mins ago
Technical Account Manager
Benevity
Remote, Canada
Full-time · Remote
Benevity’s Technical Account Manager (TAM) will play a pivotal role in establishing and nurturing strong relationships with our clients. The TAM will be the bridge between the technical…
Added 2 mins ago
Customer Marketing Manager
FacilityOS
Remote, Canada
$85,000 to $110,000 CAD / year
Full-time · Remote
We are looking for a results-driven Customer Growth Marketing Manager to own FacilityOS’s customer expansion and advocacy marketing programs. You will build scalable, measurable campaigns…
Added 2 mins ago
Manager, Care Operations
Tonal
Remote, Canada
$95,000 to $120,000 CAD / year
Full-time · Remote
Tonal Care runs seven days a week across an in-house Toronto team and an outsourced partner operation. The Manager, Care Operations owns how that operation performs day to day.
Added 2 mins ago
Divisional Director, Engineering
Pivot + Edge
Ottawa, ON
Full-time
…intrusion detection portfolio. The leader will own end to end delivery across custom hardware, embedded software, signal processing, and will report directly to the Chief Technology…
Added 2 mins ago
Assistant Manager, Health Fitness & Aquatics
YMCA of Northern Alberta
Edmonton, AB
Full-time
This position supports the General Manager in the day-to-day operation of the Health, Fitness and Aquatic (HFA) centre and serves as the second-in-command for centre operations. The…
Added 2 mins ago
Project Manager-Engineering
Nova Scotia Power
Halifax, NS
Full-time
Company, Department: NS Power, Energy Delivery Capital Execution
Added 2 mins ago
Lead Change Management Specialist
Royal Bank of Canada
Toronto, ON
Full-time
This is a permanent, senior individual contributor role operating with significant independence. The Senior Manager leads change management strategy and execution across a complex,…
Added 2 mins ago
Senior Manager, Supplier Relationship Management
Royal Bank of Canada
Toronto, ON
Full-time
Join our Enterprise Supplier Management and Procurement Operations services team as a Senior Manager where you'll shape the future of how we work with our most critical business partners.…
Added 2 mins ago
Assistant Regional Manager, Terminal Maintenance (Technical Lead)
BC Ferries
Delta, BC
Other
ASSISTANT REGIONAL MANAGER, TERMINAL MAINTENANCE - TECHNICAL LEAD
Added 15 mins ago
Réceptionniste – Services corporatifs/ Corporate Receptionist
Ricoh USA, Inc.
Montreal, QC
Full-time
We are a family that promotes positive manager relationships and on-going learning & development that nurtures professional growth and career advancement.

Thumbtack

Senior Program Manager, Vendor and Scaled Operations

Remote, 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
Workplace: Remote
Posting language: English
Posted: Sep 25, 2026

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Original job description

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

The Senior Program Manager will own the end-to-end vendor and BPO strategy, including sourcing decisions, commercial relationships, and governance models. They will lead cross-functional initiatives to scale operations while ensuring high-quality service delivery through robust performance frameworks.

Requirements

Candidates must have 8+ years of program or project management experience, with at least 3 years specifically in vendor or BPO delivery at scale. Proficiency in program management tools like Jira or Coda and experience in building durable operational infrastructure are essential.

Skills

Program Management
Vendor Management
BPO Strategy
Operational Excellence
Strategic Enablement
Governance
Capacity Planning
SLA Management
Change Management
Data Analysis
Process Automation
Risk Modeling
Stakeholder Management
Agile
Waterfall

Remote locations

Ontario, Canada
British Columbia, Canada

Remote locations (standardized)

British Columbia, Canada
Ontario, Canada

Visa sponsorship

Not detected in the job text

Keywords

Program Management
Vendor Management
BPO
Outsourcing
Governance
SLA
Scorecard
Capacity Strategy
Make-versus-buy
Jira
Linear
Coda
Smartsheet
Agile
Waterfall
Workforce Management
Automation
Operational Excellence
Risk Modeling
Change Management
QBR
Service Operations
PMO
Stakeholder Alignment
Performance Management

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