Senior Strategic Program Lead

📋 Description

• Own reactive social support ops across X, Reddit, Facebook, Instagram, LinkedIn.
• Lead incident command during social CX moments; coordinate with Comms, Legal, Risk.
• Maintain reactive playbook: macros, tone frameworks, QA rubrics.
• Own reactive feedback loop: tag signals to Analytics, VOC, Product.
• Drive automation/deflection with AI-native tooling: chatbot and co-pilot.
• Own reactive scorecard: time to ack, time to resolve, CSAT, sentiment curves.

🎯 Requirements

• 5+ years in social support, CX, or community ops with SLA ownership.
• Led incident/crisis response during outages, fraud events, or high-visibility threads.
• Built and managed global operating models across multi-vendor teams.
• Owned KPI scorecards; read sentiment trends; translated signals into exec briefs.
• Knowledge of Sprinklr, Khoros, Zendesk; AI-native tools like chatbots and co-pilots.
• Uses generative AI responsibly, with human oversight to improve workflow efficiency.

🎁 Benefits

• Equal Opportunity Employer: Coinbase treats all applicants fairly.
• Accommodations available; email accommodations@coinbase.com.
• Screen-reading resources: access tools like ChromeVox.