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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How does Coinbase ensure its pay and bonus plans are competitive?

What We Do

Crypto creates economic freedom by ensuring that people can participate fairly in the economy and Coinbase (NASDAQ: COIN) is on a mission to increase economic freedom for more than 1 billion people. We’re updating the century-old financial system by providing a trusted platform that makes it easy for people and institutions to engage with crypto assets including trading staking safekeeping spending and fast free global transfers. We also provide critical infrastructure for onchain activity and support builders who share our vision that onchain is the new online. And together with the crypto community we advocate for responsible rules to make the benefits of crypto available around the world.

Why Work With Us

We have the opportunity to accelerate the pace of innovation in the world by building an open financial system. Our vision is to create more economic freedom in the world to help people control their own wealth start companies have financial privacy and participate in the global economy. And to get us there we focus build and move as a team.

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