Complaints Program Manager, Coinbase

€103k

+ Target bonus + Target equity + Employee Stock Purchase Plan

Salesforce
GSuite
JIRA
Senior and Expert level
Dublin
Coinbase

The world’s leading exchange for digital currencies

Open for applications

Coinbase

The world’s leading exchange for digital currencies

1001+ employees

FintechB2CB2BCryptocurrencySaaS

Open for applications

€103k

+ Target bonus + Target equity + Employee Stock Purchase Plan

Salesforce
GSuite
JIRA
Senior and Expert level
Dublin

1001+ employees

FintechB2CB2BCryptocurrencySaaS

Company mission

Their mission is to create an open financial system for the world and to be the leading global brand for helping people convert digital currency into and out of their local currency.

Role

Who you are

  • 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

  • Professional certifications in regulatory compliance (e.g., CRCM, CAMS) are highly advantageous
  • Proficiency with tools such as Google apps, JIRA, and Salesforce Service Cloud
  • Experience collaborating with external outsource business partners

What the job involves

  • 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

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Insights

Led by a woman
Top investors

Few candidates hear
back within 2 weeks

-24% employee growth in 12 months

Company

Company benefits

  • 12 weeks maternity/paternity leave
  • Vision and dental care
  • Commuter benefits
  • Learning and development budget
  • Unlimited paid time off policy
  • Work from home opportunities
  • Health insurance

Funding (last 2 of 8 rounds)

Oct 2018

$300m

GROWTH EQUITY VC

Oct 2018

$108.1m

SERIES D

Total funding: $633.4m

Our take

Coinbase allows its users to create their own crypto wallets and start buying or selling cryptocurrencies by connecting with their bank accounts. It also provides a series of merchant payment processing systems and tools that support transactions with many popular websites.

Coinbase has recently made a big push to broaden its services away from consumers and they want to cater services from institutional investors.

Coinbase currently offers one of the largest selection of cryptocurrency assets - over 10,000 but does not allow trading on all of them. The company wisely keeps such offerings to the most stable assets however, the list is always expanding. Coinbase see a much wider adoption of cryptocurrency and tokens in the future, and plan to expand potentially to millions in the future. It speaks volumes to Coinbase's goals of wider global adoption that former UK Finance Minister George Osborne is now an Advisor at the company.

Coinbase's lofty ambitions paid off in it being the first crypto listing on the NASDAQ. The company has weathered several bull and bear runs in the cryptocurrency industry through diversification of its offerings, including wallet-as-a-service technology for crypto platforms, and has acquired healthy coffers of cryptocurrency assets. The aim is to eventually operate independently of the volatility surrounding cryptocurrencies.

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Freddie

Company Specialist at Welcome to the Jungle