About the role We are looking for a seasoned Senior Program Manager to join a data and insights team focused on identifying and resolving core service issues across policy, workflow, platform, and product. This is highly investigative, strategic work that sits at the center of a fast-moving organization. You will lead large, cross-functional programs that span the entire customer journey, partnering with teams across operations, product, engineering, policy, and legal to turn data-driven insights into clear business recommendations and action. This is a senior, enterprise-level program management role rather than a technical program management role. You do not need to code or query databases. What matters most is your ability to coordinate complex programs across many stakeholders, communicate with clarity and confidence, and operate comfortably in a dynamic environment where priorities shift quickly and no two weeks look the same. What you will do Lead large-scale customer deep dives in areas such as cancellations and quality, including end-to-end programs that can run up to six months and involve as many as 20 different teams. Guide programs through each phase, from scope definition and data validation with stakeholders, to decision-maker alignment and roadmap planning. Build and maintain organized, consistent Airtable bases that are used across multiple planning teams, ensuring information is structured so it is easy to query and share. Translate data insights into business recommendations and clearly articulated pain points, and interface directly with senior leaders, including at the VP level. Manage the full lifecycle of your programs, including stakeholder relationships, governance, meetings, communication, and risk management. You will be expected to remediate risk at the lowest possible level rather than defaulting to escalation, and to maintain an end-to-end, horizontal perspective across the entire customer journey. Must haves You bring very senior program management experience, with the scope of your past roles being the key factor. Candidates typically have 10 or more years of experience, with 12 or more preferred, ideally within enterprise program management or strategic initiatives. You have strong Airtable expertise and can create bases that are used consistently across teams. You are comfortable working with Google Workspace, including Docs and Slides. You have strong executive presence and are a clear, concise, and effective communicator across verbal and written formats, including memos, briefs, and presentations. You have a solid foundation in data literacy and fluency, meaning you are comfortable partnering with advanced analytics, data engineering, and data insights teams and acting as a translator between data and business decisions. Coding and SQL are not required. You have strong stakeholder management abilities and thrive in a dynamic, fluid environment where priorities change frequently. You hold a bachelor's degree. Preferred qualifications: Experience at a two-sided marketplace or similar marketplace environment is highly valued, as is experience with customer-facing programs or projects. Experience at a large technology company in a customer-facing capacity is also a strong plus. We value people who bring an enterprise-level view of problems and solutions and can develop an end-to-end point of view. Nice to have, though not required: Keynote proficiency, PMP or other program management certifications, Agile certification, and trust and safety experience. Role Details Contract type: 4-month engagement to start, with potential extension based on program timelines and team needs. Hours: Full-time, 40 hours per week. Location: US-based.