Content Strategy Senior Program Lead

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.

The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added Customer Support in Crypto. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience.

The Compliance Content Strategy team is integral to CX, providing high-quality instructions for Transaction Monitoring, Enhanced Due Diligence, Screening, and Complaints cases. Our content includes desktop procedures and customer communications, ensuring analysts have precise information when needed most. By continually optimizing content and adhering to regulatory standards, we enhance Coinbase's operational efficiency and compliance.

As a Content Strategy Senior Program Lead, you will optimize compliance content strategies and processes at Coinbase. Partnering with CX Operations, Financial Crimes Investigations (FCI), Risk, QA, and L&D teams, your main focus will be on developing, reviewing, and enhancing resources like desktop procedures, job aids, and customer communications. Your goal is to ensure these materials are clear, concise, and accessible, empowering analysts to complete cases efficiently and accurately.

What you’ll be doing (ie. job duties): 

Content Development and Management:

• Produce, manage, and optimize self-service compliance content strategies and programs.
• Develop and continuously improve desktop procedures, job aids, customer communications, and other content materials for compliance analysts.
• Conduct impact assessment on significant changes, where required

Content Audit, Review, and Coaching:

• Conduct content audits and gap analysis to surface opportunities to streamline and  optimize procedural documentation.
• Review, draft  and update  both new and existing content to ensure alignment with company policies and regulatory requirements
• Critically review analyst processes and job aids to ensure logic, usability, completeness, and adherence to regulatory standards, procedures, and policies.
• Provide feedback and coaching to other content creators within the team to reduce customer friction and contribute to business goals.
• Perform annual review of the procedures and process manuals

Data Analysis:

• Regularly analyze content trends, presenting insights and recommendations to stakeholders and leadership.
• Monitor and analyze user feedback and metrics to identify opportunities for further optimization.

Stakeholder Collaboration:

• Collaborate with cross-functional stakeholders to inform critical content strategy decisions and ensure effective change communication and execution of changes

Priority Management:

• Act with urgency, focusing on the most impactful work and ensuring priority items progress efficiently.

Leadership and Innovation:

• Lead by example, fostering a culture of innovation and continuous improvement within the compliance content team.

What we look for in you (ie. job requirements): 

• Relevant Experience: 5+ years of experience in financial crime compliance roles, with a focus on policy and procedures drafting and content management.  
• A strong understanding of global regulatory and legal requirements related to compliance, such as: Transaction Monitoring, Sanctions, Anti-Money Laundering, Know Your Customer (KYC), and Enhanced Due Diligence
• Mission-drive