Ready to be pushed beyond what you think you’re capable of?
At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.
To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.
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Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.
As a Senior Manager of Compliance Quality Assurance (QA) and Enablement on our Customer Experience (CX) team, you will serve as the first line of defense within the QA function. Leading a high-performing, global team of dedicated QA professionals and Content Strategists, you will enhance processes and documentation to provide valuable control insights to the business. Your role will significantly impact our mission by maintaining the integrity of quality data and fostering continuous optimization through robust feedback loops. We are seeking candidates with extensive knowledge of CDD, EDD, BSA/AML, JMLSG risk mitigation principles, and other regulatory requirements, coupled with a willingness and ability to quickly grasp Coinbase business operations, with a positive, can-do attitude.
What you’ll be doing (ie. job duties):
- Continued evolution and maturation of CX QA and Content programs (EDD, CDD, PEP/Sanctions, and TMS) to align with business strategy, compliance requirements, customer needs, and regulatory expectations.
- Analyze QA and Content metrics to refine risk-based sampling methodologies and standard operating procedures for both existing and new business lines.
- Manage and lead QA and Content resources across Coinbase and business partner outsourcing relationships, ensuring optimal performance and collaboration.
- Partner with Operations to improve output quality metrics, internal documentation, key risk indicators, and perform root cause analysis to identify systemic improvement areas.
- Maintain expertise in KYC, CDD, EDD, and financial crime compliance risks, and apply best practices to mitigate these risks effectively.
- Collaborate cross-functionally to ensure QA-identified risks are adequately addressed and mitigated.
- Develop a deep understanding of metrics and workflows to analyze trends, issues, and quality defects, and report insights.
- Enhance cross-functional policies and procedures through collaboration with internal stakeholders
- Lead a team of QA and Content Strategists, providing guidance on best practices and procedures to drive quality in Coinbase CX.
- Provide strategic oversight for the translation of policy documentation into procedural documentation, in service of back office agents
- Support compliance, internal audit, and regulatory assessments, as well as design and operational effectiveness testing of relevant EDD records.
What we look for in you (ie. job requirements):
- Minimum of 10 years of relevant experience in financial services, technology, quality, and/or customer support.
- Deep understanding of AML and KYC counterparty risk identification and mitigation principles, including BSA/AML, CDD/EDD, JMLSG, Sanctions, Fincen CDD, Travel Rule, and TMS global regulatory requirements.
- Strong communication skills with the ability to interface effectively with regulators and executive teams.
- Proven experience in designing and executing QA programs and managing QA teams across various functions.
- Expertise in project management and process improvements.
- Strong planning skills with the ability to manage multiple priorities and tasks in a high-growth, fast-paced environment.
- Flexible and adaptable to meet the evolving needs of the organization.
- Willingness to travel up to 10% to Coinbase offices and vendor locations.
Nice to haves:
- ACAMS or equivalent certifications
- Advanced degree or equivalent in business or finance
- Advanced understanding of Google apps, JIRA, Salesforce Service Cloud, MaestroQA, Looker
- Lean Six Sigma certification(s)
ID: P60824
Commitment to Equal Opportunity
Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Know Your Rights notice here. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.
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