Operation Manager at Coinbase

Job Description

Key Responsibilities

• Assess and monitor service provider performance, including outsourced activities to Coinbase affiliates, third-party vendors, and sub-outsourcing arrangements
• Review, refine, and report on service provider deliverables while collaborating with internal and external stakeholders to enhance service quality
• Design and implement first-line-of-defence controls in partnership with second-line-of-defence teams, conducting regular assessments and reporting findings
• Establish and manage formal escalation processes for outsourced services, ensuring timely communication of issues to relevant partners and proactive resolution
• Develop and own the execution of local operational and outsourcing procedures to ensure compliance with regulatory requirements and operational efficiency
• Oversee the monitoring and reporting of critical metrics like fraud rates, providing local management with visibility into trends and patterns
• Support the implementation of Consumer Duty requirements through collaboration with the Consumer Duty Champion
• Execute critical ad hoc projects that impact local business operations, ensuring alignment with strategic objectives
• Define and manage the Outsourcing and Operations agenda, coordinating daily business operations for CB Payments Ltd. across all lines of business
• Maintain consistent performance against operational targets through effective process management and stakeholder coordination

Job Requirements

• Proven experience in service provider management, regulatory compliance, and operational risk control
• Strong understanding of outsourcing frameworks, including sub-outsourcing arrangements and contractual obligations
• Excellent analytical skills to evaluate performance metrics and identify improvement opportunities
• Ability to design and implement operational controls that align with regulatory standards and business needs
• Proficiency in establishing escalation protocols and managing cross-functional communication
• Knowledge of Consumer Duty requirements and their application in e-money operations
• Experience with process improvement initiatives and project management methodologies
• Strong collaboration skills to work with internal teams, external stakeholders, and regulatory bodies
• Attention to detail to ensure accurate reporting of service performance and operational metrics
• Excellent organizational skills to manage multiple priorities and maintain operational efficiency
• Ability to translate regulatory requirements into actionable operational procedures
• Experience with fraud monitoring systems and risk reporting frameworks
• Strong communication skills to convey complex issues clearly to both technical and non-technical audiences
• Knowledge of financial services regulations and compliance frameworks
• Ability to lead and coordinate operational activities across different business units