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Consumer L&D SME Trainer Lead Analyst

12 hours, 52 minutes ago
United States
Full-time
Senior
Operations Specialist
Operations
Agile Blockchain Generative AI
Apply Now
Coinbase

Coinbase

Coinbase provides a user-friendly platform for buying and selling digital currencies, such as Bitcoin and Ethereum, catering to individuals, businesses, and developers in the cryptocurrency market.

Capital Markets
1K-5K
Founded 2012
View All Jobs 98

Description

  • Deliver interactive onboarding, cross-skilling, nesting support, and train-the-trainer sessions for Premium and Priority support teams.
  • Lead the development and continuous improvement of training materials, modules, and onboarding programs with cross-functional partners.
  • Set and enforce high standards for training delivery, knowledge transfer, and facilitator development.
  • Align training content with regulatory requirements and internal policies, and proactively identify content gaps.
  • Use QA processes and performance analytics to identify and remediate training gaps.
  • Own cross-functional continuous improvement initiatives to optimize processes, KPIs, and customer outcomes.
  • Lead efforts to eliminate, automate, and optimize workflows using data analysis and predictive modeling.
  • Manage and prioritize submitted problems and implement critical solutions within defined SLAs.
  • Maintain SME expertise by spending at least 10 hours per week in hands-on production work.
  • Collaborate with Knowledge Management, Operations, Workforce Management, Vendor Management, QA, and L&D teams to implement solutions and update content.

Requirements

  • 5+ years of professional experience in a related production role, preferably with training responsibilities.
  • Expert-level knowledge of customer experience and customer service best practices.
  • Proven experience leading and implementing significant process improvements with measurable business impact.
  • Strong analytical and problem-solving skills.
  • Senior-level communication skills with the ability to manage and engage stakeholders.
  • Ability to multitask and manage competing priorities effectively.
  • Proactive mindset focused on continuous improvement and ongoing learning.
  • Intermediate to advanced understanding of blockchain technology, web3 concepts, staking, ROI/staking rewards, self-custody, and cryptocurrency.
  • High flexibility and adaptability in a fast-paced, rapidly growing organization.
  • Ability to responsibly use generative AI tools and copilots such as LibreChat, Gemini, and Glean in daily workflows.
  • Preferred experience in tech, crypto, finance, or fintech.
  • Preferred certification in process improvement methodologies such as Lean Six Sigma or Agile.
  • Preferred experience with process modeling and mapping tools.
  • Preferred experience leading and developing remote or virtual teams and training initiatives.
  • Preferred ability to thrive in ambiguity and drive independent strategic initiatives.

Benefits

  • Annual base salary range of $99,365 to $116,900 USD, excluding equity and bonus.
  • Potential equity and bonus eligibility.
  • Medical, dental, and vision coverage.
  • 401(k) benefits.
  • Remote-first flexibility with required in-person participation for company and team offsites throughout the year.
  • Equal opportunity employer with reasonable accommodation support.
  • Access to an AI-assisted interview process for select roles.

Interested in this position?

Apply directly on the company website

Apply Now

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