Consumer L&D SME Trainer Lead Analyst

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world.

We're seeking a very specific candidate who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system.

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.

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.

• Demonstrates the ability to responsibly use generative AI tools and copilots (e.g., LibreChat, Gemini, Glean) in daily workflows, continuously learn as tools evolve, and apply human-in-the-loop practices to deliver business-ready outputs and drive measurable improvements in efficiency, cost, and quality

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