Consumer L&D SME Trainer Lead Analyst. Frankfort LilyLifestyle

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

At Coinbase, our mission is to increase economic freedom in the world. It's a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform - and with it, the future global financial system.

To achieve our mission, we're seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up.

We want someone who will run towards, not away from, solving the company's hardest problems.

Our work culture is intense and isn't for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there's no better place to be.

While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported.

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. You will lead collaborative efforts with cross-functional partners such as Workforce Management, Vendor Management, Operations, L&D, and Quality Assurance to deliver targeted support readiness training solutions. As a recognized expert in operations processes, you will have experience delivering training both in person and virtually to a global audience, and will be instrumental in shaping training strategy.

Alongside training, you will regularly engage in high-impact live cases in production to maintain deep subject matter expertise and identify systemic areas for improvement. We are looking for someone who is passionate about delivering an exceptional customer experience through best-in-class training and continuous improvement.

Training (30-50% travel required):

• Deliver comprehensive, interactive, and strategically aligned training sessions covering Premium & Priority support work streams 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…