Job Description

Locations

• Office - Hyderabad, India, United States

Salary

Skills Required

• professional experience in a related production roleintermediate
• knowledge of Customer Experience and customer service best practicesintermediate
• leading and implementing continuous process improvementsintermediate
• analytical capabilitiesintermediate
• problem-solving skillsintermediate
• leadership-level communication skillsintermediate
• manage and engage stakeholdersintermediate
• multitask efficientlyintermediate
• manage competing prioritiesintermediate
• proactive approach in suggesting and implementing organizational improvementsintermediate
• commitment to continuous improvement and ongoing learningintermediate
• understanding of blockchain technology, web3 concepts, staking processes, ROI/staking rewards, self-custody, and cryptocurrencyintermediate
• flexibility and adaptabilityintermediate
• delivering training in person and virtuallyintermediate
• data analysisintermediate
• predictive modelingintermediate

Required Qualifications

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

Preferred Qualifications

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

Responsibilities

• 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

Benefits

• general: bonus eligibility
• general: equity eligibility
• general: benefits (including medical, dental, and vision)

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