Program Mgr II, Service Operations

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 Program Manager within Thumbtack’s Service Operations PMO team, you will be responsible for planning, executing, and overseeing programs that improve our service delivery and operational efficiency. You will work closely with cross-functional teams to ensure that programs are well-structured, risks are managed, and stakeholders are engaged throughout the program lifecycle. A key component of this role is a genuine curiosity about - and willingness to champion - the use of AI tools and automation to drive smarter, faster operations.

What you'll do 

• Drive programs with a strategic lens within defined program scope, translating ambiguous problems into clear plans and surfacing tradeoffs for stakeholder alignment. 
• Own end-to-end program execution for assigned programs: from intake and scoping through execution, launch readiness, and retrospective. Stakeholders and leadership should always know exactly where a program stands and what's needed next without having to ask.
• Identify opportunities for automation within programs and partner with relevant teams to implement scalable solutions - whether that's AI-assisted documentation, automated status reporting, intelligent routing, or workflow tooling.
• Lead cross-functional alignment with rigor and care: bring together teams across Product, CX, QA, Analytics, Business Apps, and Enablement, build shared understanding of goals and constraints, and have strong opinions and ideas about driving projects forward even when teams have competing priorities.
• Establish reliable operating rhythms - meeting cadences, decision logs, escalation paths, dependency tracking, and change communication - that keep programs predictable and stakeholders informed at every stage. Build and maintain reporting frameworks that support program-level visibility and decision-making.
• Set a high bar for follow-through: own your commitments fully, close loops without being asked, and flag risks early with a recommended path forward rather than just the problem.

In order to be successful, you must bring

• 5+ years of experience in program or project management, preferably within service operations or a related area, ideally managing concurrent projects. CAPM or PMP certification is nice-to-have.
• Proficiency in project management software (e.g., Jira, Coda, Smartsheet) and familiarity with Agile and Waterfall methodologies.
• Strong analytical and problem-solving skills, with attention to detail.
• Effective communication skills, with the ability to engage and align diverse stakeholders. 
• Experience in a high-growth, fast-paced technology environment preferred, with a track record of adapting to evolving role responsibilities.
• Demonstrated ability to actively build with AI and automation - not just adopt tools others hand you, but identify opportunities, design solutions, and implement them. You've used AI to meaningfully change how a workflow, process, or reporting system operates, and you're always looking for the next place to apply it. You don't need to be an engineer, but you should have receipts.

Expected salary ranges

• For candidates living in San Francisco / Bay Area, San Jose, New York City, or Seattle metros, the expected salary range for the role is currently $122,400.00 - $158,400.00.
• For candidates living in Austin, TX or Washington DC metros or in California, Massachusetts, New Jersey, or Washington states, the expected salary range for the role is currently $110,500.00 - $143,000.00.
• For candidates living in all other US locations, the expected salary range for this role is currently $103,700.00 - $134,200.00.

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.