Coinbase - Consumer L&D SME Trainer Lead Analyst

• 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. • 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