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

Experience Level: Mid-Senior
Work From: Remote from Country Ireland

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