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.
The Coinbase Customer Experience (CX) organization is on a mission to deliver the most trusted and value-added customer support in crypto. We remove friction, empower customers through self-service, and optimize interactions to create an effortless experience. The CX Strategic Programs team drives strategy, planning, and execution for the Global Customer Success organization—operating at the intersection of product and support to transform the customer experience.
The Manager, Risk and Fraud sits within the GCS Strategic Programs team and serves as the embedded CX owner for Coinbase’s Risk and Fraud product domain—translating customer signals into programs that improve product quality, reduce contact volume, and ensure launch success across the product-to-operations lifecycle.
This role drives outcomes by leading programs that embed customer insights into the end-to-end product lifecycle, measuring everything against impact to Contact Rate, Revenue, and CSAT.
What you’ll be doing (ie. job duties):
- Own the CX <> Product partnership for Risk & Fraud: participate in roadmap and discovery, raise critical-to-quality (CTQ) requirements, and bring Voice of the Customer insights into design and prioritization.
- Lead the Risk & Fraud portfolio across core sub-areas: Identity & Regulatory; Payments Risk & Security (including fiat payments, add cash/cash out); Proactive support for non‑premium customers.
- Drive the org’s operating pillars for your domain: systematically eliminate root causes, automate repeatable interactions, and optimize remaining workflows, policies, and tooling for efficiency and quality.
- Own the scorecard for your domain and tie initiatives to measurable impact on Contact Rate, Human‑Handled Contact Rate, CSAT, and prioritized VoC theme closure and launch effectiveness.
- Lead cross‑functional program delivery from scoping to execution, coordinating with partner teams to unblock dependencies and close high‑priority issues end‑to‑end.
- Ensure launch readiness: run checklists, validate coverage and agent enablement, and align with Platform, Ops, and Launch Readiness partners before and after release.
- Manage the feedback loop: partner with VoC and QA to convert insights into product backlog actions and validate closure on customer-impacting themes.
- Collaborate deeply with Training, Content, QA, CSSA, CX Operations, WFM, CX Analytics, and Product to scale impact across processes, content, automation, staffing, and analytics.
- Operate within a clear rhythm of business: weekly program syncs, program <> product partner syncs, quarterly planning, business reviews, and global problem pipeline reviews to drive velocity and accountability.
What we look for in you (ie. job requirements):
- Proven experience in risk, fraud, identity, or payments within fintech/crypto, with a track record of reducing customer friction and improving product quality at scale.
- Program or product leadership background with end‑to‑end ownership—from problem discovery and prioritization to delivery and measured outcomes.
- Highly analytical and insight‑driven; comfortable owning scorecards, setting targets, and validating impact through data.
- Strong cross‑functional leadership and stakeholder management across Product, Ops, and Analytics; adept at driving accountability across teams.
- Excellent communicator who translates customer pain and operational reality into clear requirements and crisp execution plans.
- Bias for action, disciplined execution, and an accountability‑first approach that aligns with our Guiding Principles (Customer Obsession, Execution Focused, Insight‑Driven, Partner‑Centric, Accountability‑First)
Nice to haves:
- Domain depth in identity verification, regulatory controls, payments risk decisioning, and abuse prevention.
- Experience with automation/deflection strategy, VoC systems, QA programs, and agent tooling optimization.
- Familiarity with launch readiness playbooks, SLAs, and business rhythm cadences in high‑growth product environments.
Position ID: P74731
#LI-Remote
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 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 Employee Rights and the Know Your Rights notices by clicking on their corresponding links. 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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Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required.
AI Disclosure
For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the job description.
For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.
The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com
