Senior Strategic Program Lead

This is a fully remote position, open to applicants in California.

📋 Description

• Take charge of comprehensive reactive social support operations on platforms such as X, Reddit, Facebook, Instagram, LinkedIn, and various App Stores.

• Act as the incident command lead during all customer experience moments originating from social media.

• Develop and continually enhance the complete reactive playbook library.

• Manage the reactive feedback loop, ensuring structured signal capture from social interactions.

• Collaborate with both internal and external teams to drive automation and deflection strategies.

• Oversee the reactive scorecard, which includes metrics such as time to acknowledgment, time to resolution, Social CSAT, and in-channel resolution rate.

⛳️ Requirements

• A minimum of 5 years of experience in social support, digital customer experience, or community operations.

• Proven leadership in incident or crisis response during live, public-facing customer escalations.

• Established ability to create and manage operating models across global, multi-vendor support teams.

• Experience in owning KPI scorecards, analyzing sentiment trends, and converting operational signals into narratives suitable for executives.

• Familiarity with enterprise social support platforms such as Sprinklr, Khoros, Zendesk, or similar tools.

• Knowledge of AI-driven support tools, including chatbots, agent co-pilots, and automation workflows.

🏝️ Benefits

• Eligibility for equity and bonuses.

• Comprehensive medical, dental, and vision benefits.

• Participation in a 401(k) plan.