Senior Strategic Program Lead

Responsibilities

• Own reactive social support operations across multiple platforms
• Lead incident command during social-originating customer experience moments
• Maintain and evolve a comprehensive reactive playbook for the team
• Drive automation strategies to reduce avoidable customer contacts
• Own performance metrics related to public customer interactions

Qualifications

• 5+ years of experience in social support or digital CX with SLA and queue performance management
• Demonstrated leadership during live public customer crisis response
• Experience in building operating models across global support teams
• Familiar with KPI scorecards, sentiment trends, and translating data into narratives
• Proficiency in enterprise social support platforms (e.g., Sprinklr, Zendesk)
• Knowledge of AI-native support tools including chatbots and automation workflows

Benefits

• Comprehensive medical, dental, and vision insurance
• 401(k) plan for retirement savings
• Equity and bonus eligibility included in compensation package