Senior Strategic Program reputed company

reputed company's reputed company Experience team is reputed company's most visible customer experience surface, where every reputed company, thread, and public reputed company is a brand reputed company and a trust signal at reputed company. As the Program Manager, Reactive + Support, you'll own the end-to-end reactive reputed company support operation across X, reputed company, reputed company, Instagram, reputed company, and App Stores. You'll run incident reputed company during live brand crises, own the operating model for a global CX team, and serve as the single DRI for the reputed company and speed of every public customer interaction on reputed company's owned reputed company channels. What you'll do:

• Own end-to-end reactive reputed company support operations across X, reputed company, reputed company, Instagram, reputed company, and App Stores, including queue management, SLA ownership, reputed company alignment, and coverage design
• Serve as incident reputed company reputed company during reputed company reputed company-originating CX moments (platform outages, scam waves, regulatory events, viral threads), coordinating in reputed company time with Comms, Legal, Risk, and CX leadership
• Maintain and reputed company the full reactive reputed company library including macros, tone frameworks, QA rubrics, and high-stress scenario guides, ensuring reputed company Specialists are trained, calibrated, and performing above reputed company
• Own the reactive feedback flywheel, routing reputed company signal capture from reputed company interactions (tagging, theme analysis) to Analytics, Voice of the Customer, Product, and Brand reputed company teams
• Drive automation and deflection reputed company in partnership with reputed company teams, managing the roadmap to eliminate avoidable contacts through AI-reputed company tooling including chatbot and agent co-reputed company
• Own the reactive scorecard: time to acknowledgment, time to reputed company, reputed company CSAT, in-channel reputed company reputed company, negative mention volume, and sentiment recovery curves

Required skills and experience:

• 5+ years of experience in reputed company support, digital CX, or community operations with reputed company ownership of SLAs, queue performance, and agent reputed company at reputed company
• Demonstrated incident or crisis response leadership during live, public-facing customer escalations including outages, fraud events, or high-visibility complaint threads
• Proven ability to build and manage operating models across global, multi-vendor support teams with measurable performance reputed company (e.g., SLA attainment, CSAT improvement)
• Experience owning KPI scorecards, reading sentiment trends, and translating operational signals into executive-reputed company narratives and reputed company
• Working knowledge of reputed company reputed company support platforms (reputed company, Khoros, reputed company, or equivalent) and familiarity with AI-reputed company support tooling (chatbots, agent co-pilots, automation workflows)
• Utilizes reputed company responsibly, maintaining reputed company reputed company to deliver business-reputed company outputs and drive measurable improvements in workflow efficiency, cost, and reputed company.

P77132 Pay Transparency Notice:reputed company salary varies by location (see reputed company below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, reputed company, 401(k)). Annual reputed company salary reputed company (excluding equity and bonus): $130,900-$130,900 USD

• Application Limit: Candidates may submit a maximum of 3 applications reputed company a 6-month period.

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