Senior Manager, Trust & Safety Operations and Investigations

📋 Description

• • As the Senior Manager, Trust & Safety Operations and Investigations at Coinbase, you will be at the forefront of protecting our customers and the integrity of our platform from sophisticated threats like account takeover (ATO), scams, and fraud. This pivotal role demands a leader who can transform reactive security measures into proactive, intelligence-driven defenses, operating at the critical intersection of security, product development, and customer experience.
• • You will be responsible for overseeing and optimizing ATO investigations, ATO labeling processes, and manual review functions, ensuring they operate as a cohesive and efficient system. Your strategic direction will drive the generation of actionable insights that directly inform upstream mitigations and enhance product security.
• • A core aspect of this role involves owning the end-to-end strategy and operations for an AI/LLM-powered investigations and decision-support capability. You will be instrumental in driving operational efficiency, embedding quality into a closed-loop system, and ensuring that valuable signals are translated into concrete insights and effective upstream mitigations.
• • This leadership position requires a strong ability to foster collaboration and drive alignment across multiple departments. You will partner closely with Product, Engineering, Machine Learning/Data Science (ML/DS), Litigation, and Customer Experience (CX) teams to ensure that learnings from investigations are effectively translated into tangible product and process improvements.
• • In Investigations Leadership, you will guide a team of skilled investigators in conducting in-depth ATO and scam investigations. Your focus will be on extracting actionable intelligence that not only informs upstream defenses but also contributes to the continuous improvement of our products.
• • You will establish and maintain robust systems for tracking investigation findings, identifying emerging patterns, and analyzing outcomes. This ensures that critical insights are systematically packaged and delivered to partner Product Engineering Development (PED) teams in a clear, consumable, and actionable format.
• • A significant part of your role will involve coaching and developing investigators at all experience levels. This includes nurturing operational Subject Matter Experts (SMEs) into effective investigators and providing challenging, growth-oriented opportunities for high-performing individual contributors.
• • Regarding Labeling & Manual Review Operations, you will set the strategic direction for the ATO labeling program, working with a dedicated program team responsible for execution. You will collaborate closely with ML/DS teams to anticipate model training requirements and proactively expand the scope of labeling to achieve best-in-class performance.
• • You will drive the evolution of Trust & Safety manual review queues to meet dynamic business needs, with a strong emphasis on implementing AI-assisted workflows to enhance efficiency and accuracy.
• • You will coach program managers and SMEs to operate with a high degree of autonomy while rigorously upholding quality and throughput standards.
• • In Cross-Functional Partnership & Governance, you will be a key liaison, partnering with Risk PED, ML/DS, Litigation, and CX to ensure investigative learnings are translated into impactful product and process changes.
• • You will govern critical standards, including taxonomy, Service Level Agreements (SLAs), and responsible AI practices, across all investigations, labeling, and manual review functions.
• • You will lead the development of a prioritized mitigation roadmap, clearly defining outcome metrics, automation targets, and ensuring regular, comprehensive executive readouts.
• • For Operational Excellence, you will own the Objectives and Key Results (OKRs) for the investigations, labeling, and manual review functions, and contribute significantly to executive business reviews.
• • You will manage escalation readouts, delegating effectively where appropriate, and provide critical incident support as needed.
• • You will build and maintain comprehensive dashboards and reporting mechanisms to meticulously track operational health, quality metrics, and overall impact.
• • This role is ideal for a leader passionate about building secure and trustworthy digital experiences, who thrives in a fast-paced, innovative environment, and is driven by the mission to increase economic freedom globally.