Senior Strategic Program Lead

ABOUT THE ROLE We are seeking a Senior Strategic Program Lead to join Coinbase's Social Experience team. As a key member of our team, you will be responsible for owning the end-to-end reactive social support operation across various social media platforms, including X, Reddit, Facebook, Instagram, LinkedIn, and App Stores. This role requires a strong leader who can manage incident command during live brand crises, own the operating model for a global CX team, and serve as the single point of contact for the quality and speed of every public customer interaction on Coinbase's owned social channels. WHAT YOU'LL DO As the Senior Strategic Program Lead, you will be responsible for: - Owning end-to-end reactive social support operations across multiple social media platforms, including queue management, SLA ownership, staffing alignment, and coverage design. - Serving as incident command lead during all social-originating CX moments, coordinating in real-time with Comms, Legal, Risk, and CX leadership. - Maintaining and evolving 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. - Owning the reactive feedback flywheel, routing structured signal capture from social interactions to Analytics, Voice of the Customer, Product, and Brand Social teams. - Driving 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. - Owning the reactive scorecard, including time to acknowledgment, time to resolution, Social CSAT, in-channel resolution rate, negative mention volume, and sentiment recovery curves. WHAT YOU'LL NEED To be successful in this role, you will need: - 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, such as SLA attainment and 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, such as Sprinklr, Khoros, Zendesk, or equivalent, and familiarity with AI-native support tooling, including chatbots, agent co-pilots, and automation workflows. - Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. WHY REMOTE Coinbase is a remote-first company, with quarterly in-person working sessions called "surges." This role requires a strong leader who can manage remote teams and collaborate with colleagues across the globe. BENEFITS - Annual base salary range: $130,900 USD - Total compensation may also include equity and bonus eligibility - Benefits, including medical, dental, vision, and 401(k)