Senior Manager of CX Compliance QA and Enablement, Coinbase

• 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

Desirable

• 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
• 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