Coinbase
Senior Strategic Program Lead
Remote - USA · Senior
Sponsorship not specifiedDetected 6 days ago
LLMsZendeskLeadership
About the role
- Ready to do the most impactful work of your career?
- 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.
Responsibilities
- 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
- Proven ability to build and manage operating models across global, multi-vendor support teams with measurable performance outcomes (e.g., SLA attainment, CSAT improvement)
- 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.
- If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here.
- 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.
Requirements
- 5+ years of experience in social support, digital CX, or community operations with direct ownership of SLAs, queue performance, and agent quality at scale
- Experience owning KPI scorecards, reading sentiment trends, and translating operational signals into executive-ready narratives and decisions
- Required skills and experience:
Compensation
- $130,900 - $130,900 USD
- Notice: Base salary varies by location (see range below).
- Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
- Annual base salary range (excluding equity and bonus):
Benefits
- Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
- 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
Company info
- At Coinbase, we are uncompromising on our mission to increase economic freedom.
Equal opportunity
- Coinbase is an Equal Opportunity Employer.
- All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.
- Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com.
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This listing is sourced directly from Coinbase's careers page and normalized into a canonical job model.