Senior Strategic Program Lead

Coinbase

Senior Strategic Program Lead overseeing social support operations across various platforms at Coinbase. Leading crisis responses and managing global support teams.

Posted 7/15/2026full-timeRemote • California • 🇺🇸 United StatesSenior💰 $130,900 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing end-to-end reactive social support operations and incident command leadership, with a strong focus on KPI scorecard ownership and automation strategies. Proven ability to translate operational signals into executive-ready narratives while maintaining a comprehensive reactive playbook library.

Highest-signal resume keywords

Social Support Operations ManagementIncident Command LeadershipKPI Scorecard OwnershipEnterprise Social Support PlatformsAI-Native Support Tooling

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Social SupportDigital CXCommunity OperationsCrisis Response LeadershipOperating Model ManagementKPI AnalysisSentiment Trend AnalysisOperational Signal Translation

Soft Skills

LeadershipCollaborationCommunication

Tools & Technologies

SprinklrKhorosZendeskChatbotsAutomation Workflows

Industry Keywords

Reactive Playbook LibraryCustomer EscalationsMulti-Vendor Support TeamsSocial CSATIn-Channel Resolution Rate

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

Equity and bonus eligibility
Medical, dental, vision benefits
401(k) plan