Complaints Program Manager

Complaints Program Manager at Coinbase

At Coinbase, our mission is to increase global economic freedom by building the future of finance on an onchain platform. We seek a passionate Complaints Program Manager to lead high-impact, multi-regional regulatory compliance programs within our complaints management function.

Role Overview: 

This role is responsible for aligning our complaints management practices with global regulations (e.g., NYDFS, FCA, CBI), ensuring policies are effectively implemented, and managing audit resolutions. You’ll lead cross-functional teams to drive compliance and customer satisfaction.

Key Responsibilities:

• Lead regulatory compliance programs for complaints management, ensuring global alignment.
• Develop and execute program plans, setting milestones, managing resources, and tracking deliverables.
• Work with legal and compliance to embed regulatory requirements into policies.
• Oversee audit findings and corrective action plans to ensure sustainable solutions.
• Engage stakeholders across the company and with external regulators.
• Report on program status, risks, and compliance to senior leadership.

Qualifications:

• Bachelor’s in Law, Business, Finance, or related field (Master’s or PMP preferred).
• 8-10 years in program management, with expertise in regulatory compliance, especially in crypto/financial sectors.
• Strong understanding of global regulatory frameworks and experience translating policies into processes.

Salary: Estimated between $100,000–$120,000, with final details to be discussed during the hiring process.

Nice to Have:

• Compliance certifications (e.g., CRCM, CAMS).
• Familiarity with tools like Google apps, JIRA, Salesforce.

Coinbase is an Equal Opportunity Employer and values diversity.