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CX L&D Sr. Deployment Specialist

Coinbase

Coinbase

Manila, Philippines
Posted on Wednesday, April 10, 2024

At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Ready to #LiveCrypto? Who you are:

  • You’ve got positive energy. You’re optimistic about the future and determined to get there.
  • You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0.
  • You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
  • You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
  • You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
  • You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

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.

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

P56697

Commitment to Equal Opportunity

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law. For US applicants, you may view the Know Your Rights notice here. Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law.

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please complete this intake form to let us know the nature of your request and your contact information. For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

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