Senior Strategic Program Lead

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.

Coinbase's Social Experience team is the company's most visible customer experience surface, where every reply, thread, and public resolution is a brand moment and a trust signal at scale. As the Program Manager, Reactive + Support, you'll own the end-to-end reactive social support operation across X, Reddit, Facebook, Instagram, LinkedIn, and App Stores. You'll run incident command during live brand crises, own the operating model for a global CX team, and serve as the single DRI for the quality and speed of every public customer interaction on Coinbase's owned social channels.

What you’ll do:

• Own end-to-end reactive social support operations across X, Reddit, Facebook, Instagram, LinkedIn, and App Stores, including queue management, SLA ownership, staffing alignment, and coverage design
• Serve as incident command lead during all social-originating CX moments (platform outages, scam waves, regulatory events, viral threads), coordinating in real time with Comms, Legal, Risk, and CX leadership
• Maintain and evolve the full reactive playbook library including macros, tone frameworks, QA rubrics, and high-stress scenario guides, ensuring Social Specialists are trained, calibrated, and performing above threshold
• Own the reactive feedback flywheel, routing structured signal capture from social interactions (tagging, theme analysis) to Analytics, Voice of the Customer, Product, and Brand Social teams
• Drive automation and deflection strategy in partnership with internal and external teams, managing the roadmap to eliminate avoidable contacts through AI-native tooling including chatbot and agent co-pilot
• Own the reactive scorecard: time to acknowledgment, time to resolution, Social CSAT, in-channel resolution rate, negative mention volume, and sentiment recovery curves

Required skills and experience:

• 5+ years of experience in social support, digital CX, or community operations with direct ownership of SLAs, queue performance, and agent quality at scale
• Demonstrated incident or crisis response leadership during live, public-facing customer escalations including outages, fraud events, or high-visibility complaint threads
• Proven ability to build and manage operating models across global, multi-vendor support teams with measurable performance outcomes (e.g., SLA attainment, CSAT improvement)
• Experience owning KPI scorecards, reading sentiment trends, and translating operational signals into executive-ready narratives and decisions
• Working knowledge of enterprise social support platforms (Sprinklr, Khoros, Zendesk, or equivalent) and familiarity with AI-native support tooling (chatbots, agent co-pilots, automation workflows)
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

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