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Consumer L&D SME Trainer Lead Analyst

4 weeks, 1 day ago
United States
Full-time
Senior
Operations Analyst
Operations
Agile Blockchain Generative AI Machine Learning
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 83

Description

  • Deliver interactive onboarding, cross-skilling, and nesting training for Premium and Priority support teams.
  • Lead train-the-trainer masterclasses, certify facilitators, and continuously develop trainer capability.
  • Partner with Workforce Management, Vendor Management, Operations, L&D, and Quality Assurance to design readiness and support training solutions.
  • Develop and update training materials and modules aligned to support workflows, regulatory requirements, and internal policies.
  • Identify training gaps through QA processes and performance analytics, and drive remediation efforts.
  • Proactively improve processes and KPIs through cross-functional continuous improvement initiatives.
  • Manage, prioritize, and implement critical operational problems and solutions within defined SLAs.
  • Use data analysis and predictive modeling to identify, eliminate, automate, and optimize processes.
  • Spend at least 10 hours per week in production to maintain SME expertise and identify workflow improvements.
  • Use customer feedback and root-cause analysis to address issues, reduce friction, and strengthen the customer experience.

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 continuous process improvements with measurable business impact.
  • Strong analytical and problem-solving skills.
  • Senior leadership-level communication skills and stakeholder management ability.
  • Ability to multitask and manage competing priorities effectively.
  • Proactive mindset focused on suggesting and implementing organizational improvements.
  • Strong commitment to continuous improvement and ongoing learning.
  • Intermediate to advanced understanding of blockchain technology, web3 concepts, staking processes, 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.
  • High proficiency in cryptocurrency and Coinbase products (preferred).
  • Previous 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 (preferred).

Benefits

  • Target annual base salary range of $99,365 to $116,900 USD, excluding equity and bonus.
  • Eligibility for equity and bonus compensation.
  • Medical, dental, and vision benefits.
  • 401(k) retirement benefits.
  • Remote-first flexibility, with in-person participation and company/team offsites required throughout the year.
  • Reasonable accommodation support during the hiring process and employment.
  • Equal opportunity employment protections.

Interested in this position?

Apply directly on the company website

Apply Now

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