Complaints Senior Lead

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.

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

Regulatory Oversight & Compliance

• 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.

Data Collection, Reporting & 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.

Root Cause Analysis (RCA) & Continuous Improvement

• 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.

Stakeholder Engagement & Collaboration

• 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

Audit & Escalation Management

• 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.

Strategic Reporting & Forecasting

• 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.

Training & Documentation

• 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.

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

Education & Qualifications:

• 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.

Experience:

• 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.

Skills:

• 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.

Nice to haves:

• 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.

Job #: G2646

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