Complaints Senior Lead

<p>Ready to be pushed beyond what you think you’re capable of?</p> <p>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.</p> <p>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.</p> <p>Our <a href="https://www.coinbase.com/mission">work culture</a> 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.</p><p>We are seeking a seasoned Complaints Senior Lead for Entity Oversight and to drive the governance, execution, and strategic oversight of regulatory compliance initiatives within the company’s complaints management framework. This role is pivotal in leading entity-level oversight of complaints across global regulatory bodies, including the NYDFS, FCA, FSPO, CBI, and CFPB, ensuring that complaint-handling processes align with the distinct and evolving requirements of each regulatory jurisdiction. The Senior Lead will spearhead the integration of regulatory obligations into workflows and policies, providing tailored reporting and actionable insights for oversight across multiple Coinbase’s entities. In addition to resolving escalated regulatory inquiries and audit findings, the Senior Lead will conduct root cause analysis, prioritize systemic issue remediation, and provide nuanced insights—such as vulnerable customer analysis and foreseeable trends—to drive continuous improvement and ensure all complaint-handling processes exceed global compliance standards.</p> <p><strong>What you’ll be doing (ie. job duties):</strong></p> <h4><strong>Regulatory Oversight &amp; Compliance</strong></h4> <ul> <li>Lead entity-level complaints management, ensuring compliance with global regulatory requirements, including NYDFS, FCA, FSPO, CBI, CFPB, and other regulatory bodies.</li> <li>Develop and implement structured governance frameworks to align complaint-handling processes with each entity’s unique obligations.</li> <li>Prepare regulatory reports and ensure audit readiness by providing comprehensive, accurate, and contextualized insights.</li> </ul> <h4><strong>Data Collection, Reporting &amp; Insights</strong></h4> <ul> <li>Oversee data validation and accuracy across complaints datasets, ensuring consistency and completeness across all Coinbase entities.</li> <li>Create and present tailored reports for approximately 40 oversight meetings per quarter, including TL;DR summaries, RCA findings, and vulnerable customer insights.</li> <li>Collaborate with stakeholders to identify key issues, trends, and actionable insights, aligning reporting to entity-specific needs and regulatory expectations.</li> </ul> <h4><strong>Root Cause Analysis (RCA) &amp; Continuous Improvement</strong></h4> <ul> <li>Conduct in-depth RCAs to identify systemic issues driving complaints and recommend strategic solutions.</li> <li>Develop and track remediation plans, collaborating with cross-functional teams to address root causes and improve customer experiences.</li> <li>Drive process improvements to reduce complaint volumes, enhance SLAs, and meet emerging regulatory requirements.</li> </ul> <h4><strong>Stakeholder Engagement &amp; Collaboration</strong></h4> <ul> <li>Act as the primary contact for entity leadership and regulatory bodies, managing escalations and providing nuanced insights.</li> <li>Partner with Legal, Compliance, Risk, and Customer Experience teams to ensure seamless integration of regulatory obligations into workflows and processes.</li> <li>Engage with cross-functional teams, including Product and Operations, to address complaint trends and influence organizational priorities</li> </ul> <h4><strong>Audit &amp; Escalation Management</strong></h4> <ul> <li>Prepare for and respond to internal and external audits, ensuring all regulatory inquiries are addressed effectively with comprehensive data and insights.</li> <li>Serve as the escalation point for high-profile or complex complaints, leveraging expertise to provide resolutions that align with regulatory and business expectations.</li> </ul> <h4><strong>Strategic Reporting &amp; Forecasting</strong></h4> <ul> <li>Provide entity-specific insights on emerging trends and regulatory shifts, highlighting foreseeable challenges and opportunities.</li> <li>Analyze data to predict trends, ensuring proactive alignment with evolving