Senior Strategic Program Lead

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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