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.
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.
While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.
As a Site Lead for CX operations, you’ll lead a team of Associate Managers and experienced compliance 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. The Site Lead 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
- Has a background in quantitative decision making, ability to drive business/operations metrics, and driving adoption of different tools and resources
- High attention to detail and proven ability to manage multiple, competing priorities simultaneously with minimal supervision in a fast paced environment
- Strong analytical, mediation and problem resolution skills
- Demonstrated leadership with an efficient execution, supporting a culture of ownership, continuous learning with positive energy
- Ensuring high quality standards for interviewing and raising the bar with each hire at all levels of the organization
- Effectively leverages 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
- Drives continuous improvement projects to optimize operations and improve productivity to meet and exceed business objectives; works on strategic projects that have total building and network-wide impact
What we look for in you (ie. job requirements):
- 10+ years of AML or Financial Crime Compliance knowledge experience, with a focus on delivering differentiated support strategies.
- Understanding with banking regulations, payment processes, compliance, consumer and/or institutional operations
- Proven experience as Compliance manager with In-depth knowledge of the industry’s standards, regulations and best practices
- An analytical mind able to “see” the complexities of procedures and regulations and look for “Eliminate, Automate and Optimize opportunities” by partnering with required stakeholders to drive value for Regulatory Requirements and Customer expectations
- Revising procedures, reports etc. periodically to identify hidden risks or non-conformity issues
- People Management experience with track record of employee development (emphasis on selection and retention)
- Responsible for Monitor audits, Internal Audits, 2nd LOD reviews, Executive escalations
- Overseeing control systems to prevent or deal with violations of legal guidelines and internal policies, evaluating the efficiency of controls and improve them continuously
- Experience building support strategies and scaling teams across multiple workflows and processes (Due Diligence, Transaction Monitoring)
- Experience in managing partnerships and maintaining cross functional relationships both vertically and horizontally
- Strong communication skills to effectively convey information across functions and regions
- Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
- Fluency in spoken and written English
- Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base
- Please note that this is an onsite position in our Dublin office
Nice to haves:
- Relevant Industry certifications, ACAMS, Financial Crimes
- 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.
Job #: P71036
#LI-Onsite
Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, and vision).
Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.
Commitment to Equal OpportunityCoinbase 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.
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 contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).
Global Data Privacy Notice for Job Candidates and ApplicantsDepending 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 available here. 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 outlined here.
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