Project Manager (Service Operations)

About the Service Operations Team

We're a tight-knit team of project management, process, customer experience 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 and effective for our customers and pros.

About the role

As a Project 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.

What you’ll do

• Design and implement structured program plans, including detailed task lists, timelines, and resource allocations.

• Identify program dependencies and work with relevant teams to manage and resolve them effectively.

• Conduct regular program meetings to monitor progress, address issues, and facilitate decision-making, demonstrating ownership across functional lines.

• Maintain comprehensive program documentation and reporting to ensure transparency and accountability.

• Collaborate with stakeholders across departments to align program objectives with organizational goals.

• Monitor program risks and develop contingency plans to mitigate potential impacts.

• Support the continuous improvement of program management processes and tools within the team.

• Build expertise quickly in any specialization related to your program assignments.

• At least 5+ years of experience in program or project management, preferably within service operations or a related area, ideally managing concurrent projects.

• 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.

• Proven ability to manage risks and navigate complex program challenges.

• Experience in a high-growth, fast-paced technology environment preferred, with a track record of adapting to evolving role responsibilities.

• PMP certification preferred.

• Willingness to work on the graveyard shift.