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Added 12 mins ago
Customer Experience Manager
VIMY HR Consulting
Calgary, AB
Full-time
Our Client, an established Calgary Manufacturing business is searching for a Client Experience Manager. Reporting directly to the President, the Client Experience Manager plays a key…
Added 12 mins ago
Senior Estimator - Project Manager
Todd Brothers Contracting Limited
Whitchurch-Stouffville, ON
Full-time
Position Overview: As a Senior Estimator and Project Manager you will be responsible for overseeing projects from the initial tender through to final completion. This includes managing the…
Added 15 mins ago
Manager, Enterprise Portfolio Governance
Scotiabank
Toronto, ON
The Manager, Enterprise Portfolio Governance supports the day-to-day execution of enterprise portfolio governance practices within the Enterprise Delivery Office (EDO). Reporting to the…
Added 27 mins ago
Senior Manager, AI Data Centre Operations, BC
Bell
Kamloops, BC
Full-time
We are seeking a Senior Data Centre Manager to lead the day-to-day operations of a mission-critical Data Centre, ensuring high availability, reliability, safety, and compliance. This…
Added 27 mins ago
Planning & Reporting Administrator
AGLC
AB · Edmonton, AB
Full-time
Reporting to the Manager, Planning & Reporting, the Planning & Reporting Administrator provides operational and administrative support to AGLC’s Class E Liquor Manufacturers. Serving as a…
Added 28 mins ago
Engagement Manager, Future Platforms (Accounting) | Housing
EliseAI
Toronto, ON
Full-time
Housing: We simplify how renters tour apartments, sign leases, submit maintenance requests, and stay connected with their property team - bringing everything they need for their home into…
Added 28 mins ago
Software Developer - Full Stack - Senior
Akkodis
Toronto, ON
Contract
Position: Software Developer - Full Stack – Senior(.Net & React)
Added 29 mins ago
Renal Technologist - Renal Dialysis
William Osler Health System
Brampton, ON
Contract
…training and promotional opportunities. Guided by our accomplished senior leadership team, together we are driving our vision of patient-inspired health care without…
Added 45 mins ago
Recreation Assistant
Optima Living
Edmonton, AB
…personal mission has grown into one of Western Canada’s leading senior living and continuing care…
Added 45 mins ago
Licensed Practical Nurse - Part Time
Optima Living
Calgary, AB
Part-time
…personal mission has grown into one of Western Canada’s leading senior living and continuing care…
Added 45 mins ago
Director of Care
Optima Living
Sherwood Park, AB
…personal mission has grown into one of Western Canada’s leading senior living and continuing care…
Added 45 mins ago
Health Care Aide - Part Time
Optima Living
Calgary, AB
Part-time
…personal mission has grown into one of Western Canada’s leading senior living and continuing care…
Added 45 mins ago
Technical Publications Manager
Tigercat | MacDonald Steel
Brantford, ON
We are seeking a Technical Publications Manager to lead and evolve our technical documentation function. This role combines technical understanding, strategic planning, process improvement,…
Added 45 mins ago
Senior Manager, Document Management Platforms (COR.TRANSFORM)
Symcor
Mississauga, ON
The Senior Manager, COR.TRANSFORM leads the team responsible for implementing, maintaining, and supporting Symcor’s Document Management platforms, ensuring solutions meet business,…
Added 1 hour ago
CRM & Lifecycle Marketing Specialist
Book Depot Inc.
Thorold, ON
Full-time
…CRM technology. Working under the strategic direction of the Senior Customer Experience & Retention Manager, this role builds and maintains the CRM infrastructure and day-to-day loyalty…
Added 1 hour ago
Renal Technologist - Renal Dialysis
William Osler Health System
Brampton, ON
Contract
…training and promotional opportunities. Guided by our accomplished senior leadership team, together we are driving our vision of patient-inspired health care without…
Added 1 hour ago
Dietary Aide - AgeCare London
AgeCare
London, ON · AgeCare London
Part-time
As a Dietary Aide at AgeCare, reporting to the Director or Dietary Manager, you will play a key role in ensuring our residents enjoy a pleasant dining experience. You will assist with the…
Added 1 hour ago
Retail Facilities Coordinator - Contract
Indigo Books & Music
Brampton, ON
$50,000 to $65,000 CAD / year
Contract
Reports to: Senior Manager Facilities & Retail Services
Added 1 hour ago
Manager, Maintenance Services
Dexterra
Edmonton, AB
Full-time
Summary: Reporting to the Divisional Vice President, West, the Maintenance Manager is responsible for leading and overseeing facility maintenance programs across all Western Canada…
Added 1 hour ago
Operations and Special Projects Manager
The University of British Columbia
Vancouver, BC
$8,087.08 to $12,117.08 CAD / month
Full-time
The Operations and Special Projects Manager is responsible for leadership and oversight of a broad range of functions, resources, and systems for the Indian Residential School History and…
Added 1 hour ago
Unifor #26/27-01 Temporary Programmer Analyst (External Posting)
Windsor-Essex Catholic District School Board
Windsor, ON
Temporary
Reporting to the Senior Manager of Information Technology or designate, the Programmer Analyst will provide support, analysis, recommendations, and development of applications and…
Added 1 hour ago
Retail Facilities Coordinator - Contract
Indigo
Brampton, ON
$50,000 to $65,000 CAD / year
Contract
Reports to: Senior Manager Facilities & Retail Services
Added 1 hour ago
Property Manager
W3Global
London, ON
$65,000 to $75,000 USD / year
Full-time
The Senior Property Manager is responsible for the professional management and administration of an assigned portfolio of condominium corporations and a staff of Property Managers and site…
Added 1 hour ago
Site Manager
Brenntag
Leduc, AB
$110,000 to $125,000 CAD / year
Full-time
This position reports directly to the Senior Operations Manager West. Positions reporting to this role may or may not include the following (varies by District): Shift Supervisor;…
Added 1 hour ago
Administrator, Gift Season
World Wildlife Fund Canada
Toronto, ON
$22.5 CAD / hour
Full-time
Reporting to: Senior Manager, Donor Relations & Services

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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