Manager, CX Compliance QA
Company: Coinbase
Location:  Remote - USA
Tags: compliance, non-tech, quality-assurance, remote, blockchain, crypto

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.
Coinbase is committed to preventing illicit activities on our platform, safeguarding against criminal exploitation, and ensuring full compliance with legal and regulatory standards. As the Associate Manager for the US Escalations Quality Assurance Program, you will play a pivotal role in supporting Coinbase's AML/CFT (Anti-Money Laundering/Combating the Financing of Terrorism) program. Your primary responsibility will be leading a team of Quality Assurance Experts who conduct thorough reviews of US & International Escalations investigations and suspicious activity reports (SARs).
What you’ll be doing:

Oversee the Transactions Monitoring Escalations Quality Assurance Programs for the US and Coinbase International
Manage a team of Senior Quality Assurance Analysts
Conduct weekly capacity planning reviews and allocate cases for auditing based on analyst capacity
Establish, maintain and enhance QA metrics and Standard Operating Procedures
Partnering with Operations on initiatives to improve output quality metrics and key risk indicators
Perform Root Cause Analysis to surface underlying systemic drivers of persistent opportunity areas of improvement
Assist with compliance, internal audit or regulatory, Design Effectiveness Assessments and Operational Effectiveness Testing of relevant TMS Processes
Ensure service level agreements and quality metrics are met for both individual and team performance.
Collaborate with internal teams, including Data Analytics, Escalations, Financial Crime Compliance, and Learning & Development to launch or improve workflows and processes
Utilize a deep understanding of metrics to drive data-driven recommendations
Continuously add value through effective impact analysis, prioritization, and efficient project execution
Conduct post-implementation reviews and suggest process revisions as necessary
Ensure comprehensive change communication and coordination
Identify and implement process optimization opportunities to enhance efficiency and eliminate roadblocks
Perform gap analysis and root cause analysis on recurring issues.
Handle ad-hoc assignments as required

What we look for in you:

An ideal candidate would have 6+ years BSA/AML experience with high quality technical expertise at an equivalent financial services organization, fintech or advisory firm, regulator or law enforcement agency
A professional compliance qualification is a must (ICA, ACAMS or equivalent)
Strong communication skills and presence: ability to interface with regulators and executive teams
Line management experience
Motivated by Coinbase’s mission and crafting a seamless support experience for our global customer base
Experience in project management and process improvements
Flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organisation
Strong planning skills; able to manage multiple priorities and tasks
Travel requirements up to 10% to Coinbase offices and vendor locations
Strong Data Analytics knowledge (Excel or Google Sheets)

Nice to haves:

Knowledgeable in the area of virtual currencies, particularly in the context of AML/CTF
Knowledge of blockchain analytics tools
Experience in performing QC and/or QA
Advanced understanding of Google apps, JIRA, Salesforce Service Cloud

Job #: P63742

Pay Transparency Notice: Depending on your work location, 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, vision and 401(k)).

Pay Range:

$144,500—$170,000 USD

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 notice here. Additionally, Coinbase participates in the E-Verify programin 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).
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