Senior Strategic Program Lead

About the role

In this position, you will oversee the reactive social support operations for Coinbase across all significant public platforms. The role demands exceptional leadership during high-stakes brand events, ensuring that customer interactions are both efficient and of high quality. You will be at the forefront of managing crisis responses while continuously striving to enhance the customer experience.

Key facts

What you'll do

• Oversee the management of reactive support workflows across platforms such as X, Reddit, Facebook, Instagram, LinkedIn, and various App Stores, ensuring effective staffing, queue management, and adherence to service level agreements (SLAs).
• Serve as the lead for incident command during brand crises, coordinating efforts with Legal, Communications, Risk Management, and Customer Experience teams to ensure a unified response.
• Create and refine reactive playbooks that include guidelines for tone, quality assurance rubrics, and training resources for Social Specialists to enhance their performance.
• Conduct thorough analyses of social interaction data to deliver actionable insights to teams including Product, Analytics, Brand Social, and Voice of the Customer, fostering continuous improvement.
• Spearhead initiatives focused on automation and deflection by managing the development of roadmaps for AI-driven tools, chatbots, and agent co-pilots to streamline operations.
• Monitor and report on key performance metrics such as Social Customer Satisfaction (CSAT), resolution rates, sentiment trends, and response times to ensure operational excellence.
• Collaborate with cross-functional teams to implement best practices and innovative solutions that enhance the overall customer experience.
• Mentor and guide team members to foster a culture of continuous learning and improvement within the Social Experience team.

Requirements

• A minimum of 5 years of relevant experience in digital customer experience, community operations, or social support, with a proven track record of managing agent quality and SLA performance.
• Demonstrated experience in leading crisis response initiatives or incident management for customer escalations in a public-facing environment.
• Proven ability to design and manage operating models for global support teams that involve multiple vendors.
• Strong analytical skills with the capability to interpret KPI scorecards and present operational insights effectively to executive leadership.
• Proficiency in using enterprise social support software such as Khoros, Sprinklr, or Zendesk, with a solid understanding of their functionalities.
• Familiarity with AI-driven support tools and automation processes that enhance operational efficiency.
• Experience in utilizing generative AI technologies with human oversight to optimize workflows and improve service quality.
• Excellent communication and interpersonal skills, enabling effective collaboration with diverse teams.

Nice to have

• Experience in the cryptocurrency or fintech industry, providing a deeper understanding of the unique challenges and opportunities within this sector.
• Knowledge of social media trends and best practices, enabling the development of innovative support strategies.
• Familiarity with data visualization tools that can aid in presenting insights and metrics to stakeholders.

Skills & tools

• Expertise in enterprise social support platforms such as Sprinklr, Khoros, and Zendesk.
• Proficiency in AI-native support tools and automation technologies.
• Strong capabilities in incident command and crisis management.
• Ability to conduct KPI and sentiment analysis effectively.
• Experience in managing global support operations and multi-vendor environments.

Practical notes

• The annual base salary for this position is set at $130,900 USD.
• Total compensation may include bonus eligibility, equity options, and a comprehensive benefits package that covers medical, dental, vision, and a 401(k) plan.
• Coinbase operates as a remote-first organization, requiring quarterly in-person collaboration sessions known as surges.
• Candidates are allowed a maximum of three applications within a six-month timeframe.
• Coinbase is committed to being an Equal Opportunity Employer.
• Reasonable accommodations for individuals with disabilities can be requested by contacting accommodations@coinbase.com.
• By applying, candidates agree to the Candidate Privacy Notice and, for applicants in the United States, the Arbitration of Disputes agreement.

About the company

Coinbase is a publicly traded cryptocurrency exchange platform. Founded by Brian Armstrong and Fred Ehrsam in 2012, Coinbase went public via direct listing on NASDAQ in April 2021. The platform serves over 110 million verified users and supports trading for hundreds of digital assets.