Coinme

• Own all people management for CSR and CSS agents: 1:1s, coaching, performance reviews, PIPs, hiring recommendations • Build a culture of accountability, continuous improvement, and professional development • Manage LATAM contractor workforce: onboarding, performance, scheduling, and cultural integration • Identify skill gaps across the team and implement targeted training programs • Own the holistic performance of the support organization across all tiers • Design and refine escalation frameworks, workflow logic, and tier structures as volume and complexity evolve • Build and maintain reporting cadences that surface actionable insights — not just dashboards, but narratives about what's working and what isn't • Capacity plan across shifts, geographies, and skill levels to balance cost and coverage • Drive semi-annual OKR setting and retrospectives for the support org • Represent Support in Product and Engineering discussions — advocate for customer pain points, surface bug patterns, and influence roadmap priorities • Coordinate with Compliance on BSA/AML-adjacent support workflows and state-level regulatory requirements • Own the cross-functional relationship with Legal — ensure escalation workflows are documented, consistently followed, and that response timelines meet legal and regulatory obligations. • Partner with the Customer Success Operations Manager on tooling decisions, automation strategy, and AI optimization • Collaborate with the Frontline Support Manager on escalation handoff quality and T1-to-T2 workflow efficiency • Drive the department's evolution from reactive ticket resolution to proactive support — identifying and addressing customer issues before they generate contact volume • Analyze contact driver data to isolate repeatable, high-volume issue patterns and build automated solutions that eliminate them at the source • Own the automation roadmap for the support org — evaluate, propose, and implement workflow automations, self-service tooling, and AI-driven solutions that reduce manual effort and improve resolution speed • Partner with Engineering and Product to close feedback loops — ensure recurring support issues translate into product fixes, in-app guidance, or automated resolution paths rather than permanent manual workarounds • Champion a complexity-first mindset: break down multi-step, cross-system problems into discrete components that can be systematized, automated, documented, or self-served • Track and report deflection and automation metrics — measure the impact of proactive initiatives on ticket volume, cost-per-resolution, and customer effort score • Identify systemic inefficiencies in the support funnel and propose structural solutions • Benchmark support performance against industry standards and competitors • Evaluate and recommend tooling, automation, and process changes that reduce overall contact rates and cost-per-resolution while maintaining quality

• Own Bitcoin Dollar's presence on X/Twitter — write threads, posts, and commentary that build a following and position BTCD as a must-watch DeFi primitive • Build and moderate active communities on Discord and Telegram, fostering genuine engagement rather than noise • Develop Bitcoin Dollar's brand voice and content engine — translate complex protocol mechanics (omega hedging, TRD, internal RFQ) into compelling, accessible narratives • Identify, recruit, and manage relationships with KOLs, DeFi influencers, and crypto-native content creators to amplify awareness • Drive listings and visibility on DefiLlama, DeFi Pulse, CoinGecko, Zapper, and major DeFi aggregators • Design and launch community growth programs including referral loops, early depositor incentives, points programs, and community campaigns to bootstrap and retain TVL • Represent Bitcoin Dollar in Twitter Spaces, podcasts, and community calls to build brand credibility • Track and report on community and social metrics — follower growth, engagement rates, Discord/Telegram activity, and conversion from community to depositor • Serve as the voice of the community to the team — surface user feedback, sentiment shifts, and competitive chatter that should inform product and positioning decisions

• Build and execute an institutional sales strategy targeting DAO treasuries, crypto-native funds, family offices, RIAs, and institutional allocators • Own the full sales cycle — from prospecting and outreach through due diligence support, onboarding, and ongoing relationship management • Develop institutional-grade materials: pitch decks, risk frameworks, yield attribution breakdowns, and competitive positioning documents that stand up to rigorous scrutiny • Develop and execute partnership strategy with complementary protocols (lending markets, yield aggregators, vault curators, and DeFi platforms) to expand distribution and sBTCD composability across the ecosystem • Run structured customer discovery — understand how institutional allocators evaluate DeFi yield products, what risk parameters they care about, and what blocks them from deploying • Conduct competitive analysis across the institutional DeFi yield landscape (Gauntlet, Steakhouse, Sentora, Ethena, Sky, Morpho, Pendle, Aave, Yearn, Lido, etc.) to identify positioning opportunities • Serve as the voice of the institutional customer to the team — translate allocator feedback and requirements into actionable product insights that shape the roadmap • Represent Bitcoin Dollar at institutional conferences, panels, and private events to build credibility and pipeline • Establish, track, and report on sales metrics including pipeline value, conversion rates, TVL from institutional sources, and retention

• Own end-to-end go-to-market strategy for Bitcoin Dollar's USD Vault and BTC Vault launches, with a singular focus on driving TVL growth and wallet activations • Build and execute crypto-native marketing across Twitter/X, Discord, Telegram, and crypto media — develop the content engine, voice, and narrative that positions Bitcoin Dollar's vaults as the highest-yield USD and BTC products in DeFi • Identify, recruit, and manage relationships with KOLs, DeFi influencers, and crypto-native content creators to amplify awareness • Drive listings and visibility on DefiLlama, DeFi Pulse, CoinGecko, Zapper, and major DeFi aggregators • Develop and execute partnership strategy with complementary protocols (lending markets, yield aggregators, wallets, and DeFi platforms) to expand distribution and sBTCD composability across the ecosystem • Design and launch growth programs including referral loops, early depositor incentives, points programs, and community campaigns to bootstrap and retain TVL • Run structured customer discovery — define two to three core user personas (yield-seeking stablecoin holders, BTC long-term holders seeking yield, DeFi power users), validate positioning through on-chain wallet analysis and user interviews, and build a deep understanding of what drives depositor behavior • Conduct competitive analysis across the DeFi yield landscape (Gauntlet, Steakhouse, Sentora, Ethena, Sky, Morpho, Pendle, Aave, Yearn, Lido, etc.) to identify positioning opportunities and inform product roadmap decisions • Serve as the voice of the customer to the engineering team — translate user feedback and market intelligence into actionable product insights that shape the roadmap • Establish, track, and report on growth metrics including TVL, wallet growth, conversion funnels, community engagement, and retention • Represent Bitcoin Dollar at industry events, conferences, Twitter Spaces, and podcasts to build brand credibility and ecosystem relationships

• Own the full product lifecycle of Crypto-as-a-Service, with a strong emphasis on API quality, integration reliability, transaction fulfillment at scale, and partner success • Define and evolve APIs, SDKs, onboarding flows, sandbox environments, and technical documentation • Scale our on-chain transaction fulfillment pipeline, including signing infrastructure, gas management, wallet orchestration, and transaction queuing—to support high-throughput partner volumes across multiple chains • Write world-class PRDs that include sequence diagrams, detailed error states, edge-case handling, and compliance requirements • Collaborate with engineering on architecture decisions, payload structures, rate limiting, and event sequencing • Work with Compliance, Legal, Payments, and Fraud teams to optimize KYC/AML flows, chargeback handling, and risk controls • Drive iterative development cycles grounded in real partner usage, API analytics, and continuous testing • Act as the internal SME on payments, APIs, crypto rails, and integration best practices

At Coinme, we’re redefining access to financial services in a digital world. By combining the cutting-edge power of blockchain technology with everyday simplicity, we make digital currencies accessible and usable for all. As the world's largest network of cryptocurrency kiosks with over 40,000 locations nationwide, we're breaking down barriers to crypto adoption through our seamless mobile app, secure digital wallet, and DeFi integrations. Beyond our consumer offerings, we're also the infrastructure powering the crypto revolution for businesses. Through our enterprise Crypto-as-a-Service (CaaS) platform, we enable businesses to launch crypto capabilities in weeks, not months. Our modular, API-first infrastructure provides everything from KYC and payment processing to liquidity and custody solutions—all fully licensed and compliant. We’re big enough to lead the charge in decentralized finance but small enough that your ideas will make waves. Every role at Coinme contributes to building a financial future where everyone has the tools to thrive. At Coinme, your growth fuels our mission. Together, we RISE. At Coinme, our mission is to make digital assets accessible to everyone by building the world’s most trusted, ubiquitous crypto platform. Coinme is being acquired by Polygon Labs, where our stablecoin/crypto payments platform provides the regulated fiat on- and off-ramp layer within Polygon's Open Money Stack (OMS), a vertically integrated system connecting wallets, compliance, cross-chain orchestration, and always-on settlement through a single API. Built on a chain that has already processed over $2.3 trillion in stablecoin volume with partners like Revolut, Stripe, and Flutterwave, OMS is designed to move all money onchain, and Coinme is the infrastructure that connects it to the real-world financial system. We're seeking a Senior Product Manager who is deeply technical, detail-obsessed, and payment-savvy to lead our B2B product initiatives and scale our crypto transaction orchestration infrastructure. If you’ve shipped API-first products in fintech or crypto and have hands-on experience scaling transaction fulfillment at a major exchange, stablecoin infrastructure provider, or crypto-native fintech, we want to hear from you. What You’ll Own - Own the full product lifecycle of Crypto-as-a-Service, with a strong emphasis on API quality, integration reliability, transaction fulfillment at scale, and partner success - Define and evolve APIs, SDKs, onboarding flows, sandbox environments, and technical documentation - Scale our on-chain transaction fulfillment pipeline, including signing infrastructure, gas management, wallet orchestration, and transaction queuing—to support high-throughput partner volumes across multiple chains - Write world-class PRDs that include sequence diagrams, detailed error states, edge-case handling, and compliance requirements - Collaborate with engineering on architecture decisions, payload structures, rate limiting, and event sequencing - Work with Compliance, Legal, Payments, and Fraud teams to optimize KYC/AML flows, chargeback handling, and risk controls - Drive iterative development cycles grounded in real partner usage, API analytics, and continuous testing - Act as the internal SME on payments, APIs, crypto rails, and integration best practices What You Bring - 5+ years of product management experience in crypto or fintech - Hands-on experience scaling crypto transaction fulfillment or orchestration infrastructure at a major exchange, crypto/stablecoin infrastructure provider, or similar high-throughput environment - Understands exchange infrastructure, including treasury management and liquidity operations - Strong understanding of blockchain settlements and blockchain infrastructure, including signing, broadcasting, gas and fee management, confirmation tracking, and error recovery - Experience building or supporting API-first B2B products, including REST APIs, SDKs, and webhooks - Ability to read logs, troubleshoot API failures, inspect JSON payloads, and guide partner engineers through integration issues - Demonstrated history of leading partner-facing integrations from onboarding to launch - High attention to detail in writing specs, mapping edge cases, and defining testing requirements - Experience working closely with engineering teams and speaking comfortably about architecture, dependencies, and system constraints - Familiarity with agile methodology, technical documentation practices, and rapid iteration - Tools experience: Postman, API consoles, Jira, Confluence, analytics platforms (Amplitude, Mixpanel, etc.) - Bonus: experience with major wallet platforms (e.g. Fireblocks), multi-signer or multi-wallet architectures, gas optimization strategies, and transaction queuing systems Check out our AI Usage Guidelines to understand how we approach AI tools during the hiring process.

• Design solutions for complex technical and business problems • Develop software systems and components for our rapidly growing business • Write performant, maintainable code while iterating and shipping rapidly • Work within our backend architecture and technology stack based on: • Java 17 or higher with Project Reactor (Reactive Java) • Spring Boot • Command and Query Responsibility Separation (CQRS) architecture and Event Sourcing (ES) • Full microservice environment • RESTful APIs for synchronous flows • Event-driven design (powered by CQRS and ES) for async flows • Webhooks and Server-sent events • Axon Framework for intra-domain event-driven design • Kafka for inter-domain event-driven design • Kubernetes, Helm charts, Argo platform • MySQL DB • Mongo DB • AWS solutions (EC2, RDS, etc.) • Author and maintain unit and integration tests • Work with your Scrum team to plan sprints and delivery of features • Drive engineering excellence, operational stability and security into all layers of the platform • Participate in design and architecture discussions and planning • Drive the execution and delivery of features by collaborating with cross functional stakeholders • Work with Engineering Leadership to drive best practices in software development, testing, and production operations • Mentor other engineers, helping them grow in their careers • Contribute to recruiting efforts to continue to build your team.

• Own the enterprise compliance and risk management strategy, including risk appetite, compliance OKRs, and oversight of risk assessments across all business lines. Advise the CEO, Board, and Executive Team on the regulatory risks associated with strategic decisions and new product initiatives. • In conjunction with Legal, remain up to date with current industry trends, innovations, and regulations, and adapt compliance strategies. This includes monitoring changes to legal requirements and ensuring the business makes all necessary changes to comply with state and federal law. • Develop and implement compliance policies and procedures to ensure adherence to relevant laws and regulations. • Serve as the BSA/AML Compliance Officer; lead the global AML/BSA Program, including policies, procedures, training, transaction monitoring, investigation management, SAR/CTR filing, and blockchain monitoring. • Conduct annual strategic planning, including budgeting, resourcing, vendor management, and program improvements. • Maintain current knowledge of evolving domestic and international AML/BSA regulations (FinCEN, OFAC, FATF) • Oversee KYC processes, ensuring customer identification and verification procedures meet regulatory requirements • Manage ongoing transaction monitoring to detect and report suspicious activities across multiple jurisdictions • Supervise the SAR process, including investigation, documentation, and timely reporting to appropriate authorities • Oversee transaction monitoring software, blockchain analytics, OFAC alert systems, and other compliance-related tools • Lead investigation and escalation of high-risk transactions, implementing appropriate risk mitigation strategies • Collaborate with IT, Operations, and Finance departments to ensure compliance controls are integrated into business processes • Build and maintain executive-level relationships with federal, state, and international regulators, representing the company’s compliance culture and strategic direction at the highest levels. • Serve as the primary point of contact with regulatory bodies, including FinCEN and state regulators • Manage state and federal regulatory exams; prepare and submit required regulatory filings • Update the Board and CEO regularly on program performance, key risks, trends, and areas for improvement • Maintain relationships with U.S. and international regulators, law enforcement, and industry partners • Support the General Counsel with licensing applications, renewals, and regulatory inquiries across jurisdictions • Lead compliance audits and manage relationships with external auditors, ensuring timely responses; remediation of findings and implementation of changes in any policy and procedures. • Conduct due diligence on third-party vendors to ensure compliance standards are met • Oversee ongoing monitoring of vendor relationships to mitigate compliance risks • Maintain comprehensive records of all compliance activities, including audit trails, training records, and regulatory communications. • Lead and scale a high-performing global compliance organization, including hiring senior leadership, establishing performance frameworks, resourcing for international expansion, and developing succession planning. • Create a culture of compliance throughout the organization, including within Product, Engineering, Operations, and Leadership. • Develop, approve, and deliver organization-wide compliance-based training to ensure all staff understand compliance obligations and applicable and relevant legal requirements • Collaborate with market expansion and product teams to define compliance requirements for growth and innovation.

• Architect and build tools for Coinme's ecosystem • Develop high-performance React applications with TypeScript and Redux • Work with Node.js/NestJS to develop and optimize API services • Build reusable component libraries with advanced theming capabilities • Collaborate with Product and Design teams to translate needs into technical solutions • Design and deliver scalable, resilient, and secure web applications • Implement CI/CD pipelines incorporating unit testing and static analysis tools • Build secure solutions compliant with industry best practices and regulatory requirements

• Own the end-to-end payments infrastructure strategy, from card processing to settlement, ensuring industry-leading reliability and conversion rates • Design and implement payment flows that navigate complex processor relationships, banking rails, and regulatory requirements • Drive aggressive conversion rate optimization initiatives through data-driven experimentation and technical innovation • Build sophisticated fraud detection and prevention systems that protect revenue while maintaining frictionless user experiences • Partner with engineering to architect scalable payment systems that handle millions of transactions across multiple payment methods • Navigate complex compliance requirements (PCI-DSS, AML/KYC) to build products that meet regulatory standards without sacrificing user experience • Establish and maintain relationships with payment processors, banks, and card networks to optimize rates and expand capabilities • Create detailed PRDs covering edge cases, failure scenarios, and recovery mechanisms for mission-critical payment flows • Monitor and analyze payment metrics to identify opportunities for revenue optimization and cost reduction • Lead cross-functional initiatives with compliance, legal, risk, and fraud teams to ensure comprehensive payment protection