Coinbase · 4 hours ago
Complaints Senior Lead
United States
Full-time
Remote
Senior Level
$110K/yr - $130K/yr
7+ years exp
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Responsibilities
Lead entity-level complaints management, ensuring compliance with global regulatory requirements, including NYDFS, FCA, FSPO, CBI, CFPB, and other regulatory bodies.
Develop and implement structured governance frameworks to align complaint-handling processes with each entity’s unique obligations.
Prepare regulatory reports and ensure audit readiness by providing comprehensive, accurate, and contextualized insights.
Oversee data validation and accuracy across complaints datasets, ensuring consistency and completeness across all Coinbase entities.
Create and present tailored reports for approximately 40 oversight meetings per quarter, including TL;DR summaries, RCA findings, and vulnerable customer insights.
Collaborate with stakeholders to identify key issues, trends, and actionable insights, aligning reporting to entity-specific needs and regulatory expectations.
Conduct in-depth RCAs to identify systemic issues driving complaints and recommend strategic solutions.
Develop and track remediation plans, collaborating with cross-functional teams to address root causes and improve customer experiences.
Drive process improvements to reduce complaint volumes, enhance SLAs, and meet emerging regulatory requirements.
Act as the primary contact for entity leadership and regulatory bodies, managing escalations and providing nuanced insights.
Partner with Legal, Compliance, Risk, and Customer Experience teams to ensure seamless integration of regulatory obligations into workflows and processes.
Engage with cross-functional teams, including Product and Operations, to address complaint trends and influence organizational priorities.
Prepare for and respond to internal and external audits, ensuring all regulatory inquiries are addressed effectively with comprehensive data and insights.
Serve as the escalation point for high-profile or complex complaints, leveraging expertise to provide resolutions that align with regulatory and business expectations.
Provide entity-specific insights on emerging trends and regulatory shifts, highlighting foreseeable challenges and opportunities.
Analyze data to predict trends, ensuring proactive alignment with evolving regulatory demands.
Create comprehensive documentation for complaints oversight processes, including methodologies tailored to unique entity requirements.
Train and upskill team members and stakeholders on interpreting data, conducting RCA, and preparing regulatory reports with actionable insights.
Qualification
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Required
Bachelor’s degree in Business Administration, Legal Studies, Operations Management, or a related field
In-depth understanding of global regulatory frameworks for complaints management, including evolving requirements and expectations from regulators, including NYDFS, FCA and global consumer protection laws.
7+ years of experience in complaints management, regulatory compliance, operations management, or a related field within a highly regulated industry.
Proven track record of leading complex, multi-regional compliance oversight, especially those involving regulatory alignment.
Working with global regulators such as NYDFS, FCA, FSPO, CBI, CFPB, or equivalent.
Preparing and presenting tailored reports for senior stakeholders, oversight committees, and regulatory bodies with confidence and precision.
Proficiency in analyzing complex datasets and transforming raw data into actionable insights, summaries, and trend predictions.
Exceptional stakeholder management skills, with the ability to build strong relationships across diverse teams (e.g., Legal, Compliance, Risk, and Product).
A proactive mindset for identifying opportunities for process improvements and implementing solutions to enhance compliance and efficiency.
Highly organized, detail-oriented, and able to manage multiple priorities in a fast-paced, evolving environment.
Preferred
Certification in compliance, risk management, or related fields (e.g., CAMS, CRCM).
Previous experience in the crypto or blockchain industries, with familiarity with the unique regulatory landscape of digital assets.
Familiarity with key regulatory initiatives such as MiCA and VASP licensing.
Benefits
Target bonus
Target equity
Benefits (including medical, dental, vision and 401(k))
Company
Coinbase
Coinbase is a cryptocurrency exchange and cryptocurrency wallet platform that allows users to buy, sell, and store various cryptocurrencies.
1,001-5,000 employees
H1B Sponsorship
Coinbase has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (69)
2022 (233)
2021 (235)
2020 (75)
Funding
Current Stage
Public CompanyTotal Funding
$1.85BKey Investors
ARK Investment ManagementDFJ GrowthTiger Global Management
2024-03-13Post Ipo Debt· $1.1B
2023-09-05Post Ipo Debt· $180M
2022-11-09Post Ipo Equity· $21.4M
Leadership Team
Brian Armstrong
CEO & Co-Founder
Alesia Haas
CFO
Recent News
2024-11-26
2024-11-21
Company data provided by crunchbase
