Manager, CX Compliance Learning

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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), Enhanced Due Diligence, Screening, 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 Cx Operations, Compliance L&D Manager, you will lead a Pod of subject matter experts, and functional specialists to manage the end to end resource management, and execution of the design, development, delivery and deployment of a Compliance workstream(s).

You will contribute to strategy design, and overall team effectiveness to enable L&D to mature into an industry leading learning and development function that enables performance outcomes.

Your Pod’s programme, curriculum, and content enable Operations to scale via effective New to Queue (onboarding) training, and successfully implement Compliance Programme’s regulatory, technology, and quality improvement roadmap via Existing to Queue (cross-skilling).

You will be the primary point of contact for the day to day management of your Pod. You will define, and own your KPIs and Key Results, define, and schedule resources, own training delivery quality, and advise cross functional teams on how an effective learning programme should operate.

You will partner closely with various cross-functional partners such as Workforce Management, Vendor Management, Operations, Compliance, Legal and Quality Assurance.

You must be an experienced learning operations manager, with exposure to Compliance and/or Complaints investigations, and have previous experience in building, and leading a large, high impact training team that can deliver learning excellence via a range of different learning modalities.

This role is ideal for someone who is passionate about learning, and influencing the performance of Operation’s teams, thrives on enabling others, is a clear communicator, and can lead a team in a highly dynamic environment.

What you’ll be doing

• Build and lead a high-performing compliance pod
• Elevate the pod’s strong foundations to deliver learning excellence; including highly interactive, judgement and decision making scenarios
• Own your pod’s book of work, and lead cross-functional collaboration to manage capacity, expectations, and rapidly address root causes to drops in standards.
• Work with operations, and data analytics to understand operational health, and deliver learning interventions to support improved operational performance
• Support the development, and maintenance of the L&D’s future strategy.
• Champion clarity, calm, and trust in a fast paced environment to lead, and support your team in meeting the needs of the business.—becoming a credible, authoritative voice on Coinbase’s support experiences.
• 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 your pod at cross functional forums, and own KPIs to evidence team performance.
• Training Delivery – oversight of comprehensive, interactive training sessions covering procedures, investigation requirements, and risk based decisions.
• Onboarding, and cross-skilling training and nesting support to enable L&D to meet its KPIs, and business SLAs
• High standards in training delivery for consistent knowledge transfer.
• The expansion of Coinbase’s training Sandbox to test and validate agent’s proficiency against new procedures or case types
• Train-the-Trainer masterclasses, certify trainers, and participate in continuous development programs to uplift trainer quality.
• Collaborate with cross functional teams to design and develop role-based training materials and modules tailored to Compliance investigations
• Lead the design of onboarding, and cross-skilling programmes to deliver 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

• 5+ years of L&D and Operations people management experience, including building new teams through effective organisational design.
• 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 organisational and time management skills, with the ability to prioritize tasks and manage competing deadlines
• Clear written and verbal communication
• Deep understanding of AI + human support workflows.
• Comfortable being “on point” for high‑stakes, real‑time events and shaping the narrative under pressure.
• Crypto‑curious and aligned with our mission of increasing economic freedom.

Nice to haves

• Knowledge of crypto currency, and blockchain analytics tools.

Compensation and benefits

Pay Range:: £90,900 GBP – £101,000 GBP

Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility + benefits (including medical, dental, and vision)

Seniority level

Director

Employment type

Full‑time

Job function

Legal

Industries

Technology, Information and Internet

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).

Global Data Privacy Notice for Job Candidates and Applicants

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. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.

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 engage 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

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