Consumer Learning & Development Lead

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.

We are looking for a committed and skilled Learning & Development (L&D) professional to join our team as the CX L&D Design & Deployment Lead. This role involves supporting the L&D needs of our consumer department by ensuring that our team members possess the necessary knowledge and skills to deliver superior customer experiences.

As the CX L&D Design & Deployment Lead, you will be pivotal in designing, deploying, and evaluating training programs to enhance the performance and development of our consumer support team. The CX Consumer L&D team is in charge of delivering comprehensive learning services and managing all aspects of front-line and specialty agent training. This includes:

• Designing and developing training materials.
• Implementing training programs.
• Evaluating the effectiveness of training efforts.

This scope encompasses new hire onboarding, reskilling, upskilling, change management, and performance improvement initiatives.

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

• Lead Consumer Training Projects: Define and oversee the team’s strategic vision by designing and developing curricula. Lead other individual contributors in creating role-based training, manage the deployment and maintenance of training programs, measure program success, and gather feedback for future content iterations.
• Analyze Metrics: Inspect and analyze metrics related to your workstream, ensuring L&D KPIs are met for completion, confidence in learning application, assessment data, and most importantly, the impact on business performance and quality metrics of Consumer support agents.
• Ensure Program Quality: Ensure training programs align with Coinbase’s Customer Focus philosophy to provide an industry-leading onboarding and continuous education experience.
• Create and Maintain Training Assets: Maintain a variety of training program assets including eLearning courses, instructor-led resources, video content creation and development, nesting process documents/trackers, training calendars, and more.
• Collaborate with Internal Teams: Work with multiple internal teams (Workforce Management, Vendor Management, Operations, Quality Assurance, Compliance, etc.) to scope projects, obtain training program feedback and necessary approvals, and support ongoing training initiatives.
• Manage Projects and Deployments: Handle multiple projects and deployments simultaneously, overseeing all aspects including scoping needs, resource coordination, timelines, deliverables, and goals.
• Utilize Tools: Work with tools such as Articulate Rise 360, Articulate Review 360, Docebo LMS, Jira, Looker, Slack, Adobe Premiere, Asana, and G Suite products.

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

• Outstanding Communication Skills: Proficiency with a strong emphasis on soft-skills development.
• Project Management: Demonstrated success in managing complex projects with multiple stakeholders, delivering high-quality results within deadlines.
• Interpersonal Skills: Exceptional communication and interpersonal abilities, engaging and influencing stakeholders at all levels of the organization.
• Instructional Design Expertise: Experience with instructional design methodologies, e-learning tools, and learning management systems.
• Analytical Skills: Strong analytical and problem-solving capabilities, identifying training needs, evaluating training effectiveness, and recommending improvements.
• Self-Motivation and Team Collaboration: