Senior Manager, Trust & Safety Operations

Are you ready to challenge yourself and grow beyond your expectations? At Coinbase, our mission is to enhance economic freedom across the globe. This ambitious endeavor requires the collective excellence of our team as we create the groundbreaking onchain platform and the future of the global financial system. To help us achieve this vision, we're searching for an exceptional individual who is not just passionate about our mission, but also believes in the transformative potential of crypto and blockchain technology. We seek someone eager to make a significant impact, thrives under pressure, enjoys collaborating with high-caliber colleagues, and actively seeks constructive feedback to continually improve. You should be motivated by the challenge of addressing the most complex issues the company faces. Our work environment is dynamic and demanding. If you are excited about building the future with talented individuals who hold high expectations of each other, this is the ideal place for you. While many roles at Coinbase are remote-first, we are not a remote-only company. In-person participation is essential throughout the year, with regular team and company-wide gatherings to foster collaboration and unity. Your presence at these events is anticipated and supported. The Trust & Safety team is dedicated to safeguarding Coinbase customers from account takeover (ATO), scams, and fraud while ensuring a seamless user experience. We operate at the intersection of security, product development, and customer experience, transforming our reactive operations into a proactive, intelligence-driven defense strategy. The Senior Manager, Trust & Safety Operations will lead all ATO investigations, ATO labeling, and manual reviews, managing these functions as a cohesive system that generates insights for upstream mitigations. This leader will take ownership of the comprehensive strategy for AI/LLM-powered investigations and decision-support capabilities, enhancing operational efficiency and creating a feedback loop that transforms signals into insights and proactive measures. Collaboration with Product, Engineering, Machine Learning/Data Science, Litigation, and Customer Experience teams will be crucial to ensure that learnings from investigations inform product and process improvements. Key Responsibilities Investigations Leadership Lead a team of investigators to conduct thorough ATO and scam investigations, extracting valuable insights for upstream enhancements and product development. Establish and maintain systems for tracking investigation findings, trends, and outcomes, ensuring insights are efficiently communicated to partner teams. Mentor and develop investigators with diverse experience levels, facilitating transitions from operational experts to investigative roles and providing growth opportunities for high-performing individuals. Labeling & Manual Review Operations Drive strategic direction for the ATO labeling program, collaborating with an established team to ensure successful execution while anticipating model training needs with ML/DS teams. Enhance the T&S manual review processes to align with business objectives while implementing AI-assisted workflows. Guide program managers and subject matter experts to operate autonomously while adhering to quality and throughput standards. Cross-Functional Collaboration & Governance Work with Risk teams, ML/DS, Litigation, and Customer Experience to translate investigative insights into actionable product and process improvements. Maintain governance standards including taxonomy, service level agreements, and responsible AI practices across investigations, labeling, and manual review functions. Lead the development of a prioritized mitigation roadmap with clear metrics for success, automation goals, and executive reporting. Operational Excellence Own objectives and key results (OKRs) for the investigations, labeling, and manual review functions; participate in executive business reviews. Manage escalation reporting, delegating as necessary, while providing incident support when required. Develop and maintain dashboards and reporting tools to monitor operational health, quality, and impact. Qualifications At least 7 years of experience in investigations, threat intelligence, or trust & safety, including a minimum of 4 years in leadership roles; practical experience is valued over formal qualifications. In-depth understanding of ATO and social engineering scams, including familiarity with attacker tactics, techniques, and procedures (TTPs). You know what effective investigations entail. Proven expertise in structured investigative methodologies, evidence handling, and case management at scale, ideally developed in agency, military, or law enforcement settings. Experience working independently in a fast-paced technological environment, bridging investigative rigor with agile product organizations, and crafting scalable processes. Strong skills in cross-functional collaboration; capable of translating technical investigative outcomes into practical recommendations for product and engineering teams. Proficient in SQL and experienced with AI/LLM tools; you adopt an AI-first approach and can envision the integration of automation within investigation and labeling workflows. Preferred Qualifications Experience in the crypto or blockchain sector. Background in threat intelligence. Experience in risk operations. Familiarity with Jira, SQL interfaces, or analogous investigation/data management tools. Job Number: P75948 Pay Transparency Notice: Depending on your work location, the target annual base salary for this role can range from $230,265 to $270,900 USD. Full-time offers from Coinbase will also include eligibility for bonuses and equity, as well as benefits such as medical, dental, vision, and 401(k). We encourage applicants to thoughtfully evaluate their skills and interests prior to applying, as each candidate may submit a maximum of four applications within a 30-day period. Equal Opportunity Commitment: Coinbase is an Equal Opportunity Employer. All qualified applicants will be considered for employment regardless of race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation, or any other protected status by applicable law. Coinbase also welcomes applicants with criminal histories, following all applicable laws. For applicants within the US, you can view the Employee Rights and Know Your Rights notices. Coinbase participates in the E-Verify program as required by law. We are committed to providing reasonable accommodations for individuals with disabilities during the hiring process. If you require an accommodation due to a disability, please reach out to us at with your request. Global Data Privacy Notice: The General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate how we manage the data of applicants based on your location. Our full notice detailing the data management process for applicants is accessible through our website. By submitting your application, you consent to our data processing as specified. AI Disclosure: For select roles, Coinbase is piloting an AI screening tool based on machine learning technologies to conduct initial screening interviews. A human recruiter will review your interview responses for evaluations against the qualifications and characteristics outlined in the job description. The AI tools are employed solely for testing purposes; Coinbase will not use AI to make employment decisions. To request a disability accommodation, please contact .

Created: 2026-03-04