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Senior Strategic Program Lead
Location
California
Posted
8 days ago
Salary
$130.9K / year
Seniority
Senior
Job Description
Senior Strategic Program Lead
Coinbase
• Own end-to-end reactive social support operations across X, Reddit, Facebook, Instagram, LinkedIn, and App Stores • Serve as incident command lead during all social-originating CX moments • Maintain and evolve the full reactive playbook library • Own the reactive feedback flywheel, routing structured signal capture from social interactions • Drive automation and deflection strategy in partnership with internal and external teams • Own the reactive scorecard: time to acknowledgment, time to resolution, Social CSAT, in-channel resolution rate
Job Requirements
- 5+ years of experience in social support, digital CX, or community operations
- Demonstrated incident or crisis response leadership during live, public-facing customer escalations
- Proven ability to build and manage operating models across global, multi-vendor support teams
- Experience owning KPI scorecards, reading sentiment trends, and translating operational signals into executive-ready narratives
- Working knowledge of enterprise social support platforms (Sprinklr, Khoros, Zendesk, or equivalent)
- Familiarity with AI-native support tooling (chatbots, agent co-pilots, automation workflows)
Benefits
- Equity and bonus eligibility
- Medical, dental, vision benefits
- 401(k) plan
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