Senior Manager, CX Compliance QA and Enablement
Coinbase
At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.
There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.
Ready to #LiveCrypto? Who you are:
- You’ve got positive energy. You’re optimistic about the future and determined to get there.
- You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
- You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
- You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
- You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
- You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.
As a Senior Manager of Compliance Quality Assurance (QA) 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, you will enhance processes 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 programs (EDD, CDD, PEP/Sanctions, and TMS) to align with business strategy, compliance requirements, customer needs, and regulatory expectations.
- Analyze QA metrics to refine risk-based sampling methodologies and standard operating procedures for both existing and new business lines.
- Manage and lead QA resources across Coinbase and business partner outsourcing relationships, ensuring optimal performance and collaboration.
- Partner with Operations to improve output quality metrics and 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 Managers, providing guidance on best practices and procedures to drive quality in Coinbase CX.
- 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 certificationsAdvanced degree or equivalent in business or financeAdvanced understanding of Google apps, JIRA, Salesforce Service Cloud, MaestroQA, LookerLean 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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