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.
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.