CX L&D Sr. Deployment Specialist@ CoinBase

Job Information

Job Description:

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

Company Information

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