Senior Strategic Program Lead

Job not on LinkedIn

🔥 0 minutes ago

🏄 California – Remote

🏄 California – Remote

💵 $130.9k / year

⏰ Full Time

🟠 Senior

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Coinbase

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

₿ Crypto

💸 Finance

💳 Fintech

💰 $21.4M Post-IPO Equity on 2022-11

Crypto • Finance • Fintech

Coinbase is a leading cryptocurrency exchange platform that allows individuals and institutions to buy, sell, and trade various crypto assets such as Bitcoin and Ethereum. The company offers advanced trading tools, institutional solutions, and a self-hosted wallet for storing and managing cryptocurrencies. With a strong focus on security and transparency, Coinbase provides a trusted platform used by millions globally. It supports various features including staking, earning rewards, and spending crypto through their cards. Additionally, Coinbase provides developer tools and APIs for building onchain applications, making it a comprehensive hub for engaging in the crypto economy.

📋 Description

• 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

🎯 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