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.
CX Compliance Operations is responsible for delivering high quality Transaction Monitoring (TMS) investigations, Enhanced Due Diligence review, Screening cases and Complaints Investigations, which is a critical component of Coinbase’s financial crimes & regulatory compliance programme aimed at deterring illicit activity on our platform, protecting against exploitation by criminals, complying fully with our legal and regulatory obligations, and ensuring effective outcomes for our customers.
As a Senior Training Delivery Manger, you lead a team of Coinbase trainers that provide New to Queue (onboarding), and Existing to Queue (cross-skilling) training to drive quality and performance through the Compliance and Complaints Investigations network. You will be the primary point of contact to schedule resources, own training delivery quality, and advise cross functional teams on the impact of change on the Analysts investigations requirements, and case outcomes to deliver effective, targeted support readiness training to help investigations keep pace with regulatory and technology change. You will partner closely with various cross-functional partners such as Workforce Management, Vendor Management, Operations, Compliance, Legal and Quality Assurance. You will be an expert in the field of Compliance and/or Complaints investigations, and have previous experience in leading a large, high impact training team, and delivering training both in person and virtually to a global audience.
This role is ideal for someone who is passionate about training delivery, compliance, thrives on enabling others, is a clear communicator (written and verbal), and adaptable to change in a fast-paced environment.
What you’ll be doing (ie. job duties):
- Team Leadership
- Manage, coach and develop a team of Compliance and Complaints trainers
- Provide structure, scheduling inputs and work with cross functional team to optimise the training delivery schedule
- Represent training delivery at cross functional forums, and own KPIs to evidence team performance.
- Training Delivery
- Deliver comprehensive, and interactive training sessions covering procedures, investigation requirements, and risk based decisions.
- Deliver onboarding, and cross skilling training and nesting support to enable L&D to meet its KPIs, and business SLAs
- Maintain high standards in training delivery for consistent knowledge transfer.
- Expand the use of Coinbase’s training Sandbox to test and validate agent’s proficiency against new procedures or case types
- Conduct Train-the-Trainer (TTT) masterclasses, certify trainers, and participate in continuous development programs to uplift trainer quality.
- Curriculum Development:
- Collaborate with cross functional teams and work with L&D to enable L&D to:
- Provide inputs to the design and development of training materials and modules tailored to Compliance or Complaints investigations
- Make recommendation of the design of onboarding, and cross skilling programmes to delivery day 1 quality for new investigators
- Ensure training content aligns with regulatory requirements and internal policies.
- Address and remediate training gaps identified through QC/QA processes.
- Work closely with functional leaders in compliance and support functions to maintain the highest standards of production and quality.
- Travel ~25% of the time to Coinbase, or vendor, offices in order to deliver onsite instructor-led training
- Flexibility ~ 25% of the time to deliver virtual training across global time zones to ensure full population coverage.
- Accountable for L&D KPI execution (CSAT, Nesting Pass Rate)
What we look for in you (ie. job requirements):
- 5+ years of Compliance and/or Complaints investigations and training experience.
- Ability to analyze complex, and large amounts of data to inform effective case outcomes.
- Proven track record of successfully improving investigations programmes to meet both customer and regulator requirements in either recognised large financial institution, fintech or enforcement agency.
- Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
- A passion for learning, and evidence of driving performance improvement both for individuals and in the ‘classroom’
- Strong analytical and problem-solving skills, with the ability to identify training needs, evaluate training effectiveness, and recommend improvements
- Ability to work independently and as part of a team, with a high level of self-motivation and personal accountability
- Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines
- Clear written and verbal communication
Nice to haves:
- Knowledge of crypto currency, and blockchain analytics tools.
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 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 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).
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