Consumer L&D SME Trainer Lead Analyst

The SME L&D Trainer Lead Analyst is responsible for delivering comprehensive new hire onboarding,advanced - cross-skilling and train-the-trainer sessions to significantly drive quality, performance, and operational excellence. You will lead collaborative efforts with cross-functional partners such as Workforce Management, Vendor Management, Operations, L&D, and Quality Assurance to deliver targeted support readiness training solutions. As a recognized expert in operations processes, you will have experience delivering training both in person and virtually to a global audience, and will be instrumental in shaping training strategy. Alongside training, you will regularly engage in high-impact  live cases in production to maintain deep subject matter expertise and identify systemic areas for improvement. We are looking for someone who is passionate about delivering an exceptional customer experience through best-in-class training and continuous improvement.

 

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

Training (30-50% travel required): 

• 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.

Operations:

• 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.

 

What we look for in you (ie. job 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.

 

Nice to haves:

• High level of proficiency in cryptocurrency and Coinbase products
• Previous experience in tech, crypto, finance, or fintech.
• Certification in process improvement methodologies such as Lean Six Sigma, Agile, etc.
• Experience with process modeling and mapping tools.
• Experience leading and developing remote or virtual teams and training initiatives.
• Proven ability to thrive in ambiguity and drive independent strategic initiatives, providing guidance to others

Position ID: P75567

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