Global Reactive Social Operations Lead

CryptoproNetwork; Northern (KY); Hybrid; USD 118,000 - 144,000; Full time

Job summary

Coinbase's Social Experience team owns end-to-end reactive social support across X, Reddit, Facebook, Instagram, LinkedIn, and App Stores. As the Program Manager, Reactive + Support, you’ll lead incident command during live brand crises and shape the operating model for a global CX team.

You will drive automation with AI-native tooling, maintain playbooks and training, and own the reactive scorecard to improve time to acknowledgment, resolution, and CSAT.

Qualifications

• 5+ years in social support, CX, or community operations with SLA ownership.
• Crisis response leadership during live, public-facing escalations.
• Manage operating models across global multi-vendor teams with measurable outcomes.
• Own KPI scorecards and translate signals into executive-ready narratives.
• Familiar with Sprinklr, Khoros, Zendesk and AI-native tooling.

Responsibilities

• Own end-to-end reactive social support across major platforms with queue and SLA ownership.
• Lead incident command during brand crises in collaboration with Comms, Legal, Risk, and CX leadership.
• Maintain and evolve the reactive playbook and train Social Specialists.
• Route feedback to Analytics, VOC, Product, and Brand teams.
• Drive automation and AI-native tooling to reduce avoidable contacts.
• Own the reactive scorecard: time to acknowledgment, time to resolution, CSAT.

Skills

SLA ownership

Crisis leadership

Global ops

KPI dashboards

Social platforms

AI tooling

Incident response

Tools

Sprinklr

Khoros

Zendesk

Job description

Coinbase's Social Experience team owns end-to-end reactive social support across X, Reddit, Facebook, Instagram, LinkedIn, and App Stores. As the Program Manager, Reactive + Support, you’ll lead incident command during live brand crises and shape the operating model for a global CX team.

You will drive automation with AI-native tooling, maintain playbooks and training, and own the reactive scorecard to improve time to acknowledgment, resolution, and CSAT.