# Consumer L&D SME Trainer Lead Analyst **Company**: Coinbase **Location**: Remote - USA **Work arrangement**: remote **Experience**: senior **Job type**: full-time **Salary**: $99,365-$116,900 USD **Category**: Finance **Industry**: Technology **Apply**: https://job-boards.greenhouse.io/coinbase/jobs/7616000 **Canonical**: https://yubhub.co/jobs/job_8b8b4f08-dd0 ## Description 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 ## Skills ### Required - Customer Experience - customer service best practices - blockchain technology - web3 concepts - staking processes - ROI/staking rewards - self-custody - cryptocurrency - generative AI tools - process improvement methodologies - Lean Six Sigma - Agile - process modeling and mapping tools ### Nice to have - high level of proficiency in cryptocurrency and Coinbase products - previous experience in tech, crypto, finance, or fintech - certification in process improvement methodologies - experience with process modeling and mapping tools - experience leading and developing remote or virtual teams and training initiatives