Consumer L&D, SME Trainer Lead Analyst

Role Overview

• Deliver comprehensive, interactive, and strategically aligned training sessions covering Premium & Priority support workstreams ensuring advanced comprehension and application.
• Deliver onboarding, and cross-skilling training and nesting support to ensure L&D consistently exceeds its KPIs and business SLAs.
• Establish and enforce high standards in training delivery for consistent knowledge transfer.
• Conduct Train-the-Trainer (TTT) masterclasses, certify and continually develop training facilitators, and participate in continuous development programs to uplift trainer quality.
• Collaborate with cross functional teams and work with L&D to enable the design and development of training materials and modules tailored to Premium & Priority Support.
• Drive recommendations of the design of onboarding, and cross skilling programs
• Ensure training content aligns with evolving regulatory requirements and internal policies proactively identifying potential gaps.
• Oversee and direct the identification and remediation of training gaps through advanced QA processes and performance analytics.
• Proactively Identify opportunities to optimize existing processes and KPIs through strategic, cross-functional continuous improvement initiatives.
• Manage and prioritize the problems, ensuring submitted ideas are reviewed and acted upon within defined SLAs, and personally lead the implementation of critical solutions.
• Lead the Identification and execution of opportunities to eliminate, automate, and optimize (EAO) using advanced data analysis and predictive modeling.
• Initiate and lead collaborations with cross-functional teams to discuss proposed solutions, gain buy-in from stakeholders and coordinate their implementation with organizational impact.
• Submit tooling enhancement requests to relevant teams based on observations and testing.
• Collaborate with the Knowledge Management team on content updates and with L&D on training material revisions.
• Dedicate at least 10 hours per week to hands-on production roles to maintain expert-level SME knowledge of workflows and identify areas for improvement.
• Provide flexible and strategic support during workload spikes and work with the manager to define guardrails for production hours.
• Model an investigative mentality: utilize data and customer feedback to help address critical customer issues at the root cause and eliminate defects in the customer experience.
• Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase.
• Serve as a leading advocate for clear and impactful communication with internal and external partners to align on solutions and drive transformational results.

Requirements

• Minimum 5+ years of professional experience in a related production role, demonstrating a solid foundation in industry practices with additional responsibilities, preferably training
• Expert-level and comprehensive knowledge of Customer Experience and customer service best practices, with specialized domain expertise.
• Proven track record of leading and implementing significant continuous process improvements within an organization, resulting in measurable business impact.
• Exceptional analytical capabilities coupled with strong problem-solving skills.
• Senior leadership-level communication skills with proven ability to effectively manage and engage stakeholders.
• Demonstrated ability to multitask efficiently and manage competing priorities effectively.
• Demonstrated proactive approach in suggesting and implementing organizational improvements.
• A strong commitment to continuous improvement and ongoing learning.
• Intermediate to advanced understanding of blockchain technology, web3 concepts, staking processes, ROI/staking rewards, self-custody, and cryptocurrency.
• High flexibility and adaptability to meet the evolving demands of a rapidly-growing, fast-paced organization.

Tech Stack

• Web3

Benefits

• bonus eligibility
• equity eligibility
• benefits (including medical, dental, vision and 401(k))