CX Learning & Development (L&D) is responsible for training Coinbase’s frontline customer support agents, and behind the scenes analysts, across multiple topics: process, compliance, policy, product, tools, and crypto. We are responsible for building and maintaining training programs, and deploying them to a global network of agents.

As a Senior Deployment Specialist, you will be responsible for the successful deployment of new hire onboarding and cross-skilling training, and will be expected to manage multiple deployments concurrently. This will include owning tasks like request scoping, scheduling training, assigning elearning, tracking completion, monitoring assessment outcomes, and auditing Training Facilitators for effectiveness. You will partner closely with various cross-functional partners such as Workforce Management, Vendor Management, Operations, and Quality Assurance. Additionally, you will work with tools like Docebo (LMS), Looker (data/reporting), Jira (ticketing system/workload management), Slack, and G-suite in order to complete your job. This role is ideal for someone who is a clear communicator (written and verbal), self-motivated, naturally curious, and adaptable to change in a fast-paced environment.

Note: This role will require you to relocate to Hyderabad and be working from our office

What you’ll be doing (ie. job duties):

• Manage all training deployment, and evaluation, logistics for new hire onboarding and cross-skilling requests
• Follow documented standard operating procedures (SOPs)
• Scope the request with requester where additional clarity is needed
• Coordinate Learner schedules with Workforce Management
• Coordinate Training Facilitator schedules with Workforce Management
• Assign eLearning training in Docebo
• Assign Instructor-led training in Docebo
• Track and report on Completion % using Looker
• Track and report on Assessment scores using Looker
• Coordinate nesting with the relevant quality teams
• Coordinate remedial training based on nesting audit outcomes
• Own all training communications with stakeholders
• Draft and send training communications, and announcements, in Slack
• Maintain Jira ticket fields for each training deployment request
• Audit Training Facilitators delivery and class management using a standardized audit guide/rubric, and provide feedback directly
• Update existing training materials based on changes to process, policy, product, and tooling
• Peer review net new training materials created by the L&D Program Management Team
• Support ad hoc training projects led by the L&D Program Management Team
• Proactively provide recommendations for how to optimize training, and training logistics
• Prepare relevant business review documents with L&D metrics
• Travel ~25% of the time to Coinbase, or BPO, offices in order to support onsite instructor-led training
• Accountable for L&D KPI execution (Completion, Assessment, CSAT, Nesting Pass Rate)
• Accountable for sprint cycle audit execution

What we look for in you (ie. job requirements):

• 3+ years of L&D, Training Coordination, or Project Management experience within a Customer Experience (CX), or Operations environment
• Proven track record of successfully managing complex tasks, and delivering high-quality results within deadlines
• Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization
• Strong analytical and problem-solving skills, with the ability to identify training needs, evaluate training effectiveness, and recommend improvements
• Ability to work independently and as part of a team, with a high level of self-motivation and personal accountability
• Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines
• Clear written and verbal communication

Nice to haves:

• Knowledge of the crypto industry, web 3, or traditional finance

P56689