Senior Manager, Trust & Safety Operations and Investigations at Coinbase

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

The Trust & Safety team protects Coinbase customers from account takeover (ATO), scams, and fraud while enabling a seamless user experience. We operate at the intersection of security, product, and customer experience—transforming reactive operations into proactive, intelligence-driven defense.

The Senior Manager, T&S Investigations & Operations will oversee ATO investigations, ATO labeling, and manual reviews, managing these functions as an integrated system that generates insights to inform upstream mitigations. This leader will own the end-to-end operations and strategy for an AI/LLM-powered investigations and decision-support capability, driving operational efficiency and building quality into a closed-loop system that turns signals into insights and upstream mitigations. They will partner closely with Product, Engineering, ML/DS, Litigation, and CX to ensure investigative learnings translate into product and process improvements.

What You'll Be Doing

Investigations Leadership

Lead a team of investigators to conduct deep-dive ATO and scam investigations, extracting actionable insights that inform upstream mitigations and product improvements

Build and maintain systems for tracking investigation findings, patterns, and outcomes—ensuring insights are packaged and delivered to partner PED teams in a consumable and actionable format

Coach and develop investigators at varying experience levels, including transitioning operational SMEs into investigation roles and providing stretch opportunities for high-performing ICs

Labeling & Manual Review Operations

Accountable for strategic direction for the ATO labeling program, leveraging a mature program team responsible for execution. You will be partnering with ML/DS teams to anticipate model training needs and proactively expand labeling scope to be best-in-class

Drive the evolution of T&S manual review queues to meet business needs, implementing AI-assisted workflows

Coach program managers and SMEs to operate independently while maintaining quality and throughput standards

Cross-Functional Partnership & Governance

Partner with Risk PED, ML/DS, Litigation, and CX to translate investigation learnings into product and process changes

Govern standards including taxonomy, SLAs, and responsible AI practices across investigations, labeling, and manual review

Drive a prioritized mitigation roadmap with clear outcome metrics, automation targets, and executive readouts

Operational Excellence

Own OKRs for investigations, labeling, and manual review functions; contribute to executive business reviews

Manage escalation readouts (delegating where appropriate) and provide incident support as needed

Build and maintain dashboards and reporting to track operational health, quality, and impact

What We Look For In You

7+ years of experience in investigations, threat intelligence, or trust & safety, with 4+ years managing teams; we value demonstrated expertise over formal credentials—hands-on experience may substitute for a degree—we value what you've learned in the field

Deep expertise in ATO and social engineering scams (pig-butchering, romance scams, etc.)—you understand attacker TTPs and know what best-in-class investigations look like

Demonstrated expertise in structured investigative methodologies, evidence handling, and case management at scale—often developed in agency, military, or law enforcement environments (FBI, NSA, or similar), but we welcome candidates who've built these skills through other paths

Experience operating at speed and with autonomy in a tech environment—you've bridged rigorous investigative discipline with fast-moving product organizations and have built systems and processes that scale

Strong cross-functional partnership skills; able to translate technical investigation findings into actionable recommendations for product and engineering teams

SQL proficiency and experience working with AI/LLM tools required—you lead with an AI-first mindset and can envision how to integrate automation into investigations and labeling workflows

Nice to Haves

Crypto or blockchain industry experience

Threat intelligence background

Risk operations experience

Familiarity with Jira, SQL interfaces, or similar investigation/data tooling

Job #: P75948

Pay Transparency Notice: Depending on your work location, the target annual base salary for this position can range as detailed below. Full time offers from Coinbase also include bonus eligibility + equity eligibility + benefits (including medical, dental, vision and 401(k)).

Base salary range shown. Total compensation also includes equity and bonus eligibility and benefits:

$230,265—$270,900 USD

Please be advised that each candidate may submit a maximum of four applications within any 30-day period. We encourage you to carefully evaluate how your skills and interests align with Coinbase's roles before applying.

Commitment to Equal Opportunity

Coinbase is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Employee Rights and the Know Your Rights notices by clicking on their corresponding links. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.

AI Disclosure

For select roles, Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. A human recruiter will review your interview responses, provided in the form of a voice recording and/or transcript, to assess them against the qualifications and characteristics outlined in the .

For select roles, Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate.

The above pilots are for testing purposes and Coinbase will not use AI to make decisions impacting employment. To request a reasonable accommodation due to disability, please contact accommodations[at]coinbase.com

Senior Manager, Trust & Safety Operations and Investigations

Job Description

Commitment to Equal Opportunity

Global Data Privacy Notice for Job Candidates and Applicants

AI Disclosure