Senior Strategic Program Lead

Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way.

This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company.

” learn more about working at Coinbase . Coinbase's Social Experience team is the company's most visible customer experience surface, where every reply, thread, and public resolution is a brand moment and a trust signal at scale. As the Program Manager, Reactive + Support, you'll own the end-to-end reactive social support operation across X, Reddit, Facebook, Instagram, LinkedIn, and App Stores.

You'll run incident command during live brand crises, own the operating model for a global CX team, and serve as the single DRI for the quality and speed of every public customer interaction on Coinbase's owned social channels.

What You’Ll Do

, SLA attainment, 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 (Sprinklr, Khoros, Zendesk, or equivalent) and familiarity with AI-native support tooling (chatbots, agent co-pilots, automation workflows) Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Pay Transparency

Notice: Base salary varies by location (see range below).

Compensation

may also include equity and bonus eligibility, and

Benefits (Medical, Dental, Vision, 401(K)

). Annual base salary range (excluding equity and bonus): $130,900 $130,900 USD Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period. Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer.