Content Strategy Senior Program Lead

The Coinbase Customer Experience (CX) organization is on a mission to provide the most trusted and value-added Customer Support in Crypto. Our team is dedicated to eliminating customer pain points, empowering our global user base via self-service and automation, and optimizing customer support interactions to create an effortless experience.

The Compliance Content Strategy team is integral to CX, providing high-quality instructions for Transaction Monitoring, Enhanced Due Diligence, Screening, and Complaints cases. Our content includes desktop procedures and customer communications, ensuring analysts have precise information when needed most. By continually optimizing content and adhering to regulatory standards, we enhance Coinbase's operational efficiency and compliance.

As a Content Strategy Senior Program Lead, you will optimize compliance content strategies and processes at Coinbase. Partnering with CX Operations, Financial Crimes Investigations (FCI), Risk, QA, and L&D teams, your main focus will be on developing, reviewing, and enhancing resources like desktop procedures, job aids, and customer communications. Your goal is to ensure these materials are clear, concise, and accessible, empowering analysts to complete cases efficiently and accurately.

What you’ll be doing (ie. job duties): 

Content Development and Management:

• Produce, manage, and optimize self-service compliance content strategies and programs.
• Develop and continuously improve desktop procedures, job aids, customer communications, and other content materials for compliance analysts.
• Conduct impact assessment on significant changes, where required

Content Audit, Review, and Coaching:

• Conduct content audits and gap analysis to surface opportunities to streamline and  optimize procedural documentation.
• Review, draft  and update  both new and existing content to ensure alignment with company policies and regulatory requirements
• Critically review analyst processes and job aids to ensure logic, usability, completeness, and adherence to regulatory standards, procedures, and policies.
• Provide feedback and coaching to other content creators within the team to reduce customer friction and contribute to business goals.
• Perform annual review of the procedures and process manuals

Data Analysis:

• Regularly analyze content trends, presenting insights and recommendations to stakeholders and leadership.
• Monitor and analyze user feedback and metrics to identify opportunities for further optimization.

Stakeholder Collaboration:

• Collaborate with cross-functional stakeholders to inform critical content strategy decisions and ensure effective change communication and execution of changes

Priority Management:

• Act with urgency, focusing on the most impactful work and ensuring priority items progress efficiently.

Leadership and Innovation:

• Lead by example, fostering a culture of innovation and continuous improvement within the compliance content team.

What we look for in you (ie. job requirements): 

• Relevant Experience: 5+ years of experience in financial crime compliance roles, with a focus on policy and procedures drafting and content management.  
• A strong understanding of global regulatory and legal requirements related to compliance, such as: Transaction Monitoring, Sanctions, Anti-Money Laundering, Know Your Customer (KYC), and Enhanced Due Diligence
• Mission-driven: Strong commitment to Coinbase’s mission with a passion for ensuring seamless compliance processes in the crypto space.
• Writing Proficiency: Superior writing skills with attention to detail and clarity, especially in compliance-related content.
• Project Management: Excellent project management skills to prioritize and handle multiple projects simultaneously.
• Compliance Knowledge: Strong understanding of Financial Compliance and/or Complaints best practices and their application in content.
• Analytical Abilities: Strong analytical and problem-solving skills with a data-driven mindset, capable of building reports and analyzing content-related data.
• Communication Skills: Outstanding communication and interpersonal skills, with a proven ability to collaborate effectively with cross-functional teams.
• Adaptability: High flexibility and adaptability to meet the evolving regulatory and operational needs of a high-growth, fast-paced organization.

Nice to haves:

• Experience in Tech, Crypto, Finance, or Fintech sectors
• ACAMS, ICA or equivalent AML qualification
• Familiarity with tools such as Contentful, Smartling, Google Suite, Jira, Amazon Connect, or Salesforce.
• Experience utilizing AI tools
• Knowledge of Six Sigma methodologies.
• Experience partnering with customer-facing teams

Job #: P62709