Complaints Program Manager, Coinbase

• Bachelor’s degree in Law, Business, Finance, Project/Program Management, or a related field. A Master’s degree or advanced certifications (PMP, PgMP, MSP) is preferred
• In-depth knowledge of regulatory frameworks, including NYDFS, FCA, GDPR, and global consumer protection laws
• Experience:
• Minimum of 8 -10 years of experience in Program management, with a significant focus on regulatory compliance in the cryptocurrency, fintech, or financial services sectors
• Proven track record of leading complex, multi-regional compliance Programs, especially those involving regulatory alignment
• Experience in translating policies into operational processes, preferably in complaints management or a closely related area
• Demonstrated success in managing internal audit findings and overseeing the implementation of corrective actions
• Strong Program management skills with the ability to manage large, complex projects involving multiple stakeholders
• Deep understanding of global regulatory requirements in the crypto and financial sectors, especially NYDFS, FCA, CBI and consumer protection laws
• Excellent communication and leadership skills, with the ability to influence stakeholders at all levels and ensure alignment on Program goals
• Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced, evolving environment
• Strong analytical abilities to identify risks, develop solutions, and ensure continuous improvement in compliance processes

Desirable

• We are seeking an experienced Complaints Program Manager to oversee the execution of high-priority regulatory compliance Programs within the company’s complaints management function
• This role involves leading strategic, multi-regional Programs to ensure compliance with global regulatory bodies, such as the NYDFS, FCA, CBI and other consumer protection agencies
• The Program Manager will ensure the integration of regulatory requirements into policies, overseeing their documentation and practical implementation across the business
• Additionally, the role will focus on resolving internal audit findings and ensuring all operational processes related to complaints are aligned with compliance standards
• Oversee multiple regulatory compliance Programs aimed at aligning the company’s complaints management practices with global regulations, including NYDFS, FCA, CBI and others
• Lead cross-functional teams to deliver large-scale, global projects ensuring that all Program objectives are met on time and within scope
• Develop and maintain a detailed Program plan, setting milestones, managing resources, and identifying key deliverables to ensure successful outcomes
• Align Programs with broader business objectives, ensuring that all complaints-related procedures and policies support both regulatory compliance and customer satisfaction
• Collaborate with legal and compliance teams to interpret regulatory requirements and ensure they are embedded into the company’s complaints policies
• Guide the transition of these policies into actionable procedural documentation, ensuring operational teams understand and adhere to the standards
• Own the end-to-end process for resolving internal and external audit findings related to complaints management
• Develop comprehensive remediation plans, oversee corrective actions, and ensure sustainable long-term solutions are implemented to prevent recurrence
• Engage with key stakeholders, both internal (legal, risk, compliance, operations) and external (regulatory bodies, auditors), ensuring ongoing communication and alignment of goals
• Lead regular meetings, steering committees, and governance forums to provide updates on the Program’s progress and address key regulatory risks or concerns
• Oversee the translation of complaints policies into real-world implementation, ensuring alignment between strategic goals and operational processes
• Work with operations teams to continually refine and improve complaints handling procedures, ensuring they remain compliant with regulatory requirements
• Prepare and present comprehensive reports on Program status, regulatory risks, compliance gaps, and remediation progress to senior leadership and governance committees
• Lead the development of dashboards and KPIs to monitor the success of the compliance Program and track adherence to global regulatory requirements