Consumer L&D SME Trainer Lead Analyst
Coinbase
Consumer L&D SME Trainer Lead Analyst
Job Description
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
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
- 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
Preferred Qualifications
- 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
Required Skills
- Expert-level knowledge of Customer Experience and customer service best practices
- Analytical capabilities
- Problem-solving skills
- Senior leadership-level communication skills
- Stakeholder management
- Multitasking
- Proactive approach to improvements
- Continuous improvement and learning
- Understanding of blockchain technology, web3 concepts, staking processes, ROI/staking rewards, self-custody, and cryptocurrency
- Flexibility and adaptability
- Training delivery (in-person and virtual)
- Process improvement
- Data analysis
- Predictive modeling
Benefits
- Bonus eligibility
- Equity eligibility
- Benefits (including medical, dental, and vision)
Salary Range
$1807700 - $1807700 PHP
Locations
- Manila, Manila, Philippines, Office-Manila, Philippines, United States
Salary
1,807,700 - 1,807,700 PHP / yearly
Skills Required
- Expert-level knowledge of Customer Experience and customer service best practicesintermediate
- Analytical capabilitiesintermediate
- Problem-solving skillsintermediate
- Senior leadership-level communication skillsintermediate
- Stakeholder managementintermediate
- Multitaskingintermediate
- Proactive approach to improvementsintermediate
- Continuous improvement and learningintermediate
- Understanding of blockchain technology, web3 concepts, staking processes, ROI/staking rewards, self-custody, and cryptocurrencyintermediate
- Flexibility and adaptabilityintermediate
- Training delivery (in-person and virtual)intermediate
- Process improvementintermediate
- 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)
Tags & Categories
Consumer L&D SME Trainer Lead Analyst
Coinbase
Consumer L&D SME Trainer Lead Analyst
Job Description
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
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
- 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
Preferred Qualifications
- 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
Required Skills
- Expert-level knowledge of Customer Experience and customer service best practices
- Analytical capabilities
- Problem-solving skills
- Senior leadership-level communication skills
- Stakeholder management
- Multitasking
- Proactive approach to improvements
- Continuous improvement and learning
- Understanding of blockchain technology, web3 concepts, staking processes, ROI/staking rewards, self-custody, and cryptocurrency
- Flexibility and adaptability
- Training delivery (in-person and virtual)
- Process improvement
- Data analysis
- Predictive modeling
Benefits
- Bonus eligibility
- Equity eligibility
- Benefits (including medical, dental, and vision)
Salary Range
$1807700 - $1807700 PHP
Locations
- Manila, Manila, Philippines, Office-Manila, Philippines, United States
Salary
1,807,700 - 1,807,700 PHP / yearly
Skills Required
- Expert-level knowledge of Customer Experience and customer service best practicesintermediate
- Analytical capabilitiesintermediate
- Problem-solving skillsintermediate
- Senior leadership-level communication skillsintermediate
- Stakeholder managementintermediate
- Multitaskingintermediate
- Proactive approach to improvementsintermediate
- Continuous improvement and learningintermediate
- Understanding of blockchain technology, web3 concepts, staking processes, ROI/staking rewards, self-custody, and cryptocurrencyintermediate
- Flexibility and adaptabilityintermediate
- Training delivery (in-person and virtual)intermediate
- Process improvementintermediate
- 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)
Tags & Categories