Senior Manager, Trust & Safety Operations and Investigations

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.

• 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

• 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

• 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

• 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

• 7+ years of experience in investigations, threat intelligence, or trust & safety, with 4+ years managing…