Senior Manager, Trust & Safety Operations Strategy

Are you ready to challenge yourself and achieve more than you ever thought possible? At Coinbase, we are on a mission to enhance economic freedom globally. This grand vision requires a dedicated team that excels collectively as we develop a revolutionary onchain platform and the future of finance. We are looking for an outstanding individual who is driven by our mission and sees the transformative potential of crypto and blockchain technology. If you are eager to make a significant impact, thrive under pressure, enjoy collaborating with talented colleagues, and actively seek constructive feedback to achieve excellence, you might be the perfect fit for us. This role is ideal for individuals motivated to tackle complex challenges. Our work environment is dynamic and demanding. If you are excited about shaping the future alongside high-performing individuals, this is the perfect opportunity for you. Our Trust & Safety team is committed to protecting Coinbase customers from account takeovers, scams, and fraud while ensuring an excellent user experience. We work at the crossroads of security, product development, and customer service, shifting our operations from reactive to proactive intelligence-driven strategies. The Senior Manager, Trust & Safety Operations Strategy, will oversee all investigations related to account takeovers, labeling, and manual reviews, managing these functions as an integrated system that generates insights for upstream improvements. This leader will be responsible for developing a comprehensive strategy for AI/LLM-powered investigations and decision-support capabilities, aimed at enhancing operational efficiency and creating a feedback loop that turns signals into actionable insights and proactive measures. Close collaboration with Product, Engineering, Machine Learning/Data Science, Litigation, and Customer Experience teams will be essential in ensuring that findings from investigations contribute to product and process enhancements. Key Responsibilities Investigations Leadership Lead a team of investigators to conduct thorough analysis of account takeovers and scams, deriving valuable insights for upstream enhancements and product development. Establish systems to track investigation findings, trends, and outcomes, ensuring insights are communicated effectively to partner teams. Mentor and develop investigators with varying levels of experience, helping operational staff transition into investigative roles while providing growth opportunities for top performers. Labeling & Manual Review Operations Direct the strategic vision for the account takeover labeling program, working with a skilled team to ensure effective execution while anticipating model training needs in collaboration with ML/Data Science teams. Improve the Trust & Safety manual review processes to align with business objectives while implementing AI-assisted workflows. Guide program managers and subject matter experts to function independently while maintaining quality and efficiency standards. Cross-Functional Collaboration & Governance Partner with Risk teams, ML/Data Science, Litigation, and Customer Experience to turn investigative insights into actionable product and process improvements. Uphold 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 success metrics, automation aims, and executive reporting. Operational Excellence Own objectives and key results (OKRs) for investigations, labeling, and manual review functions; participate in executive business reviews. Manage escalation reporting and provide incident support as needed. Create 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 more than formal qualifications. Deep understanding of account takeover and social engineering scams, including knowledge of attacker tactics, techniques, and procedures (TTPs). You understand what effective investigations involve. Proven expertise in structured investigative methodologies, evidence handling, and high-volume case management, preferably gained in agency, military, or law enforcement environments. Experience working independently in a rapid technological setting, bridging investigative rigor with agile product organizations, and developing scalable processes. Strong collaboration skills; capable of translating technical investigative results 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 how to integrate automation in 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 similar 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, along with benefits such as medical, dental, vision, and 401(k). We encourage applicants to carefully assess their skills and interests before applying, as each candidate may submit a maximum of four applications within a 30-day window. 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 under applicable law. Coinbase also welcomes applicants with criminal histories, following all regulations. 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 contact with your request. Global Data Privacy Notice: The General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate how we manage applicant data based on your location. Our full notice detailing the applicant data management process is accessible through our website. By submitting your application, you consent to our data processing as detailed. AI Disclosure: For select roles, Coinbase is trialing an AI screening tool based on machine learning technologies to conduct initial screening interviews. A human recruiter will review your interview responses in relation to 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 hiring decisions. To request a disability accommodation, please contact .

Created: 2026-03-04