Thumbtack

Senior Manager, Program Management Office (Service Operations)

Thumbtack

full-time

Posted on:

Origin:  • 🇺🇸 United States

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Salary

💰 $164,100 - $212,300 per year

Job Level

Senior

About the role

  • Build the Service Ops intake and portfolio engine, defining how initiatives get scored, prioritized, resourced, and sequenced each quarter so nothing slips through the cracks and the portfolio tracks to OKRs.
  • Own the flagship programs, personally leading the complex, high-visibility efforts (eg a new support-ticket triage model, an agent-onboarding revamp, or a self-service portal upgrade) while delegating various program initiatives to your team.
  • Design and scale governance by standing up executive dashboards, steering cadences, health checks, and stage gates that give leaders clear portfolio-level visibility and decision points.
  • Coach and grow your team through mentorship of a few program managers across U.S. and Philippines time zones; set goals, give real feedback, and build capability for repeatable delivery.
  • Solve cross-team coordination challenges by facilitating working sessions between GTM and Commercial Ops departments, creating shared project timelines, establishing communication protocols, and intervening when programs get stuck.
  • Drive continuous improvement via use of metrics (cycle time, on-time delivery, adoption, customer impact) to spot bottlenecks, predict future capacity needs, refine playbooks, and make recommendations for improving program success rates across Service Ops.
  • Lead change management by piloting program management software, making new processes and tools stick through clear comms, training, and follow-through; reduce rollout risk and shorten time-to-adoption.

Requirements

  • 10+ years in program/project management with time in a PMO service-ops setting; you’ve run multi-million dollar programs that’ve touched customers and frontline operations. You understand the unique challenges of scaling service delivery and have experience with customer-facing operations.
  • 5+ years of people leadership, ideally across time zones with a record of hiring and developing PM talent to own bigger, more complex work.
  • A track record of complex, multi-departmental initiatives that improved operational KPIs (lower backlog, faster onboarding, higher first-contact resolution, better CSAT).
  • Hands-on governance chops, meaning you’ve built dashboards, run steering meetings, and enforced standards without turning into the “process police”.
  • Data-driven instincts, you dig into the numbers, build clear reporting, and use insights to decide what to stop, start, or scale; identifying bottlenecks and dependencies, and can analyze resource allocation across multiple programs to optimize team capacity.
  • Cross-functional savvy, you know how to get GTM, Commercial Ops, Business Apps, and Product executives, stakeholders, and other program managers rowing in the same direction; distilling complex program status into clear comms, and have successfully advocated for resources and org changes to support program success.
  • Pragmatic PM methods and tooling, you’ve tailored frameworks to the maturity of the org, avoid methodology theater, bring experience with tools like Jira, and can quickly assess/improve existing program management processes.