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Head of Trust Operations

San Francisco, CA

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Head of Trust Operations
San Francisco, CA

Coinbase stores more digital currency than any company in the world, making us a tier 1 target on the internet. Given breaches are the number one cause of death amongst digital currency companies, security is core to our mission and has been a key competitive differentiator for us as we scale.  As the Head of Trust Operations, you will be responsible for expanding and evolving the existing Trust Operations team, responsible for customer security incident (e.g. ATO, phishing, brand impersonation, etc) response. 

Responsibilities

  • Lead, mentor and expand a team of outstanding, customer-focused security analysts
  • Expand policy, procedure and playbooks for providing outstanding customer care related to security incidents
  • Supervise and grow brand protection and anti-phishing activities
  • Build great customer security education content
  • Define, track and present relevant metrics and reporting
  • Work cross-functionally to be the voice of customer security concerns to teams across the company

Requirements

  • Outstanding written and spoken communications abilities
  • At least 2 years experience leading customer-facing teams in high-stress/high-emotion environments
  • 5+ years experience with customer security concerns in an online service context (ATO, Phishing, etc)  
  • 5+ Experience conducting and supervising investigations in an online service context
  • Experience generating metrics from SQL data stores like Looker

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.



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