Compliance Sr Operations Manager

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At Coinbase, our mission is toincrease economic freedom around the world (https://blog.coinbase.com/our-mission-strategy-and-culture-18a92a3bb0fa) , 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 aculture (https://blog.coinbase.com/culture-at-coinbase-f0e1c2a99aff) like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to ourmission-focused approach (https://blog.coinbase.com/coinbase-is-a-mission-focused-company-af882df8804) 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 an Operations Manager for CX operations, you’ll lead a team of Group managers and experienced customer support professionals to deliver a world class experience for Coinbase customers across CX verticals (Retail Enhanced Due Diligence, Transaction Monitoring & Retail Screening,). You will be responsible for the delivery and execution of customer support, monitoring service quality, and implementing process improvements to ensure seamless operations. This role entails building, growing, and managing a high-performing and diverse team across multiple locations, with a focus on achieving production & quality KRAs.

You will collaborate with other global leaders, internal stakeholders to achieve a seamless customer experience and scale in a thoughtful, effective way.. The role involves influencing peers and stakeholders in other functions to achieve the operational and business goals assigned. Success in this role requires ability to work at all levels of detail to accomplish team and organization goals. He or she will identify individual strengths of team members and contribute to talent advancement along with succession planning opportunities within the company. The ideal candidate actively seeks to understand Coinbase core business values and initiatives, and translates those into everyday practices.

What you’ll be doing (ie. job duties):

• Responsibility for executing strategic plans and meeting operational and business goals, with a focus on AML or Financial Crime Compliance knowledge experience.

• Has a background in quantitative decision-making, driving business/operations metrics, and overseeing control systems to prevent or deal with violations of legal guidelines and internal policies.

• High attention to detail and proven ability to manage multiple, competing priorities simultaneously with minimal supervision in a fast-paced environment, while evaluating the efficiency of controls and continuously improving them.

• Strong analytical, mediation, and problem resolution skills, revising procedures, reports, etc. periodically to identify hidden risks or non-conformity issues.

• Demonstrated leadership with efficient execution, supporting a culture of ownership, continuous learning with positive energy, and effectively leveraging the team to solicit ideas and understand problems and challenges.

• Establishes objectives and metrics for quality, productivity, and customer experience, executing specific people programs on coaching and development and team engagement.

• Focus on growth opportunities throughout the organization, including development of managers and leads and learning opportunities across multiple subject areas.

• Thoughtfully delegate tactical responsibilities and set clear performance expectations across the organization, driving continuous improvement projects to optimize operations and improve productivity to meet and exceed business objectives, including overseeing control systems and leveraging technology and automation.

• Responsible for monitoring audits, internal audits, 2nd LOD reviews, and executive escalations, while representing the Team to drive efficiencies and process improvements company-wide.

What we look for in you (ie. job requirements):

• Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base.

• Minimum of 10+ years of financial services, technology, or customer support, with a focus on delivering differentiated support strategies, AML or Financial Crime Compliance knowledge experience, and overseeing control systems.

• Minimum of 6+ years of direct management experience, understanding of banking regulations, payment processes, compliance, consumer, and/or institutional operations.

• Proven experience as a compliance manager with in-depth knowledge of the industry’s standards, regulations, and best practices, including revising procedures and reports periodically.

• Experience building support strategies and scaling teams across multiple workflows and processes (Due Diligence, Transaction Monitoring), managing partnerships, and maintaining cross-functional relationships both vertically and horizontally.

• Strong communication skills to effectively convey information across functions and regions, and an analytical mind able to identify complexities of procedures and regulations.

• Track record of employee development, emphasis on selection and retention, and flexibility and adaptability to meeting the evolving needs of a high-growth and fast-paced organization.

• Travel requirements up to 10% to Coinbase offices and vendor locations, fluency in spoken and written English.

• Willing to work from an office at Hyderabad, India.

Nice to haves:

• Knowledge of the Crypto space is nice to have but not required.

• Effective at engaging with stakeholders across multiple functions and ability to influence without authority

• Experience in project management, analytics

• Advanced degree in Compliance, business. Certified compliance professional is a plus

• Advanced understanding of Google apps, Looker Dashboards, JIRA, Salesforce Service Cloud.

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 noticehere (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf) . Additionally, Coinbase participates in theE-Verify program (https://static-assets.coinbase.com/e-verify.pdf) in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please complete this intake form (https://docs.google.com/forms/d/1aJ6-BSPwE5X5Dq7fJ9JixWF0_dRiNfrpMnn1NkvdRiA/edit?ts=62901076) to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this siteclick here to download (https://chrome.google.com/webstore/detail/chromevox/kgejglhpjiefppelpmljglcjbhoiplfn) a free compatible screen reader(free step by step tutorial can be found here) (http://www.chromevox.com/tutorial/) .

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Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is availablehere (https://www.coinbase.com/legal/applicant_privacy_notice) .By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlinedhere. (https://www.coinbase.com/legal/application-arbitration-agreement)