Consumer Learning and Development Lead Trainer Analyst

Are you ready to exceed your own expectations? At Coinbase, our mission is to empower economic freedom globally. This ambitious vision requires our absolute best as we develop the onchain platform and shape the future of the global financial system. We are searching for a unique candidate who is not only passionate about our mission, but also believes in the transformative power of cryptocurrency and blockchain technology. We want someone eager to make a lasting impact, who thrives under pressure and enjoys collaborating with high-caliber colleagues, actively seeking feedback to enhance their skills. You should be someone who embraces complex challenges with enthusiasm, not retreat. Our work environment is dynamic and may not suit everyone, but if you're excited to build the future alongside others who excel in their areas and have high expectations, this is the place for you. While many roles at Coinbase accommodate remote work, we emphasize in-person collaboration throughout the year. Team and company-wide offsites occur multiple times annually to strengthen relationships and alignment, and attendance is both expected and encouraged. The Learning and Development Lead Trainer Analyst is key in delivering engaging new hire onboarding, advanced cross-skilling, and train-the-trainer sessions, all aimed at enhancing quality, performance, and operational excellence. You will collaborate with cross-functional partners, including Workforce Management, Vendor Management, Operations, Learning & Development, and Quality Assurance to create effective training solutions. With your expertise in operational processes, you will design and deliver training for a global audience, while continuing to engage with live cases to maintain a strong subject matter knowledge and identify areas for improvement. We seek someone dedicated to delivering exceptional customer experiences through top-notch training and continual enhancement. What you'll be doing: Lead comprehensive, interactive training sessions across Premium and Priority support workflows, ensuring thorough understanding and practical application. Facilitate onboarding, cross-skilling training, and provide nesting support to ensure L&D consistently surpasses its KPIs and business SLAs. Set and uphold high standards in training delivery to guarantee effective knowledge transfer. Conduct Train-the-Trainer (TTT) masterclasses, certify, and continually develop training facilitators, while partaking in ongoing development initiatives to enhance training quality. Partner with cross-functional teams and collaborate with L&D to develop targeted training materials aligned with Premium and Priority Support. Advise on the design of onboarding and cross-skilling programs to meet training needs. Ensure training content meets evolving regulatory requirements and internal policies by proactively identifying potential gaps. Manage the identification and rectification of training gaps through advanced quality assurance methods and performance analytics. Operations: Identify opportunities for optimizing existing processes and KPIs through strategic cross-functional continuous improvement initiatives. Prioritize issues, ensuring submitted ideas are reviewed and addressed within defined SLAs, personally leading the implementation of critical solutions. Drive initiatives to eliminate, automate, and optimize through advanced data analysis and predictive modeling. Lead discussions with cross-functional teams on proposed solutions and coordinate their implementation with organizational impact. Submit enhancement requests to relevant teams based on process observations and testing. Collaborate with the Knowledge Management team on content updates and L&D on training material revisions. Dedicate at least 10 hours weekly to hands-on production roles to maintain expert-level SME knowledge and identify improvement areas. Provide adaptable and strategic support during workload spikes while collaborating with management to establish production parameters. Foster an investigative mindset: employ data and customer feedback to address underlying customer issues and eliminate defects in the customer experience. Anticipate customer needs before they arise to simplify experiences, reduce friction, and strengthen trust in Coinbase. Act as an advocate for clear communication with internal and external partners to align on solutions and drive transformative outcomes. What we look for in you: A minimum of 5+ years in a related production role, showcasing a robust foundation in industry practices, especially in training. Expert knowledge of Customer Experience and customer service best practices, with specialized domain expertise. A proven history of leading significant continuous process improvements with measurable business impact. Exceptional analytical skills combined with strong problem-solving abilities. Senior-level communication capability with a track record of effective stakeholder engagement. Proven ability to manage multiple tasks efficiently and prioritize competing demands. A proactive approach to suggesting and implementing organizational improvements. A commitment to continuous improvement and lifelong learning. An intermediate to advanced understanding of blockchain technology, web3 concepts, staking processes, ROI/staking rewards, self-custody, and cryptocurrency. Flexibility and adaptability to meet the changing demands of a rapidly growing, fast-paced organization. 30-50% travel required. Preferred Qualifications: Strong proficiency in cryptocurrency and Coinbase products. Previous experience in technology, crypto, finance, or fintech. Certification in process improvement methodologies such as Lean Six Sigma or Agile. Experience with process modeling and mapping tools. Experience leading and developing remote or virtual training teams. A proven ability to excel in ambiguous situations and drive independent strategic initiatives. Position ID: P75567 Pay Transparency Notice: Depending on your location, the target annual base salary for this position can range from $99,365 to $116,900 USD. Full-time offers from Coinbase also include bonus eligibility, equity eligibility, and comprehensive benefits (medical, dental, vision, and 401(k)). We encourage you to evaluate how your skills and interests align with Coinbase's roles before applying, as candidates may submit a maximum of four applications within any 30-day period. Commitment to Equal Opportunity: Coinbase is proud to be an Equal Opportunity Employer, considering qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation, or any other protected basis. Coinbase also considers applicants with criminal histories in compliance with applicable laws. For U.S. applicants, the Employee Rights and Know Your Rights notices are available. Additionally, Coinbase participates in the E-Verify program where applicable. Reasonable accommodations for individuals with disabilities are available. Please contact us to discuss your needs. Global Data Privacy Notice for Job Candidates and Applicants: Job applicants' data is managed according to relevant privacy regulations. By submitting your application, you consent to our data processing as required. AI Disclosure: For select roles, Coinbase is piloting an AI tool to conduct initial screening interviews. A human recruiter will review your responses. These tools are for testing purposes only and will not be used for employment decision-making.

Created: 2026-03-12