Senior Program Manager - Expert Experience

At Snorkel AI, we are pioneering new approaches to data development. We are seeking motivated and organized Senior Program Managers (PgM) to own and shape the Expert Experience. This is an exciting opportunity to build and maintain a world-class experience for Snorkel’s Experts, ensuring that they remain engaged, productive, and fulfilled throughout their journey within our Expert Network.

As the Senior Program Manager - Expert Experience, you will holistically own the lifecycle of our Experts - from acquisition and onboarding to retention and engagement. You will collaborate with cross-functional teams, including Product, Finance, Delivery, and Marketing, to create experiences that resonate with our Experts, enabling them to thrive in our community. You will also drive business outcomes by identifying pain points, solving problems proactively, and ensuring that our Experts feel supported and valued. Example functions within this scope may include onboarding/ offboarding Experts, managing Expert Support, optimizing Payments processes, or driving Expert Quality. Your work will directly impact the success of our Expert Network, ensuring that we continue to attract, activate, and retain the best and brightest minds in the field.

This is a full-time, 6-month fixed-term position with Snorkel AI. Assuming we find a mutual fit, there is potential for conversion to a permanent position based on business needs and individual performance.

Pay Transparency Notice: Depending on your work location, the target annual salary for this position can range as detailed below. Fixed-term offers from Snorkel also include benefits (including medical, dental, vision and 401(k)).

Pay Range: $150,000-$200,000

Main Responsibilities

• Own and Evolve the Expert Experience: Design, implement, and continually refine the end-to-end experience for Experts, from acquisition to long-term retention, ensuring their needs are met at every stage of their lifecycle.
• Program Development and Execution: Lead the development and execution of programs aimed at improving Expert engagement, onboarding, and retention. Ensure that initiatives are data-driven and aligned with overall business objectives, such as acquisition, activation, and retention targets.
• Community Engagement: Cultivate and nurture a strong, thriving online Expert community. Create communications that resonate with a highly educated and diverse group of individuals, while maintaining engagement in periods of low activity (e.g. between projects).
• Feedback Loops: Capture and synthesize feedback from Experts to identify areas for improvement. Work cross-functionally to take action on this feedback, ensuring that Expert concerns are addressed and that their needs are continuously met.
• Metrics Definition & Monitoring: Help define, establish, and track key performance indicators (KPIs) to measure the success of your programs. Metrics may include onboarding rates, activation (i.e., the percentage of Experts who contribute work after onboarding), retention (e.g., month-over-month retention), quality of Expert deliverables, fraud reduction, and more. Use these metrics to inform decision-making and continuously improve the Expert experience.
• Multichannel Communication Strategy: Develop and manage a multichannel communication strategy for engaging with Experts at scale. This will include:
• Zendesk (email-based communication) for day-to-day interaction.
• Content creation for ongoing engagement, including blog posts, updates, and other long-form content to keep Experts informed, engaged, and connected to the community.
• [Potential future capability] SMS messaging (potentially unlocking this capability) for more direct, timely communication.
• [Potential future capability] In-product messaging in collaboration with Product teams, to seamlessly integrate communications into the Expert's workflow.
• [Potential future capability] Marketing-style campaigns (e.g., to re-engage churned Experts or encourage specific behaviors) using targeted emails, newsletters, and other levers.
• Innovation and Problem Solving: Proactively identify gaps in the Expert experience and design creative, scalable solutions to address them. Stay ahead of industry trends and bring innovative ideas to improve the overall experience.
• Cross-Functional Collaboration: Work with cross-functional teams (Recruiting, Product, Marketing, Operations, etc.) to ensure alignment on goals, deliverables, and expectations across the Expert lifecycle.

Minimum Qualifications

• Experience: 6+ years of program management experience, preferably in customer or community experience roles. Experience with building or managing experiences for highly skilled, specialized talent (e.g., PhDs, experts in AI, research, tech, etc.) is a plus.
• Autonomy & Ownership: Proven track record of working independently with minimal supervision while driving strategic initiatives and delivering results.
• Data-Driven: Experience using data and metrics to measure success and inform decision-making. Familiarity with creating and tracking KPIs for community engagement, retention, and satisfaction.
• Online Community Management: Experience managing or nurturing online communities, whether internal or external, including developing and maintaining communication channels and engagement strategies.
• Communication Skills: Excellent written and verbal communication skills. Ability to craft tailored messages for diverse audiences, ensuring clarity, relevance, and impact.
• Business Acumen: Understanding of key business objectives and how to balance operational goals with the needs and interests of Experts
• Startup Mindset: Ability to build from 0 to 1 and scale from 1 to 2, with a clear vision of what “great” looks like and the experience to avoid common pitfalls.Degree: Bachelor’s degree in Business Administration or a related field. Advanced degree or relevant certifications (e.g., PMP, PMI-ACP) are a plus.

Preferred Qualifications

• Metrics Tools: Familiarity with tools like Tableau, Google Analytics, or similar to measure and report on community health and engagement metrics.
• Vendor Management: Experience managing third-party vendors or external partners, including negotiating contracts, overseeing service delivery, and ensuring alignment with business objectives. Ability to collaborate with external stakeholders to enhance the Expert experience and drive program success.