CX Compliance L&D Specialist

Ready to be pushed beyond what you think you’re capable of? At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system. To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems. Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be. While many roles at Coinbase are remote-first, we are not remote-only. In-person participation is required throughout the year. Team and company-wide offsites are held multiple times annually to foster collaboration, connection, and alignment. Attendance is expected and fully supported. CX Compliance L&D provides end to end learning services, and management for all first line of defense compliance processes, including Transaction Monitoring, Enhanced Due Diligence, Screening and Complaints. The team is responsible for the design, development, implementation and evaluation of all learning deliverables spanning new hire/cross skilling, change management and performance improvement. The Cx Complaints L&D Specialist sits within CX Learning and Development, and is responsible for supporting curriculum and content build, and maintenance of new hire onboarding, and cross-skilling training to drive quality and performance for Consumer and Regulatory Complaints. You will partner closely with various cross-functional partners such as Workforce Management, Vendor Management, Operations, Quality Assurance, and Legal. You will provide inputs to programmes, and Operations to implement strategic, multi-regional programs to ensure compliance with global regulatory bodies, including the NYDFS, FCA, CBI and other consumer protection agencies. You will use your expertise, and learning design skills to support Analyst’s absorb, and execute regulatory, and procedure change, whilst maintaining quality. Additionally, the role will focus on supporting the effective closure of Internal Audit finding. This role is ideal for someone who is passionate about delivering fair outcomes for our customers, and protecting our business, whilst thriving on enabling others, is a clear communicator (written and verbal), and adaptable to change in a fast-paced environment. Job Duties: Collaborate with cross functional teams and work with L&D to enable L&D to: Provide inputs to the design and development of training materials and modules tailored to Complaints investigations. Make recommendation of the design of onboarding, and cross skilling programmes to delivery day 1 quality for new investigators Ensure training content aligns with regulatory requirements and internal policies. Address and remediate training gaps identified through QC/QA processes. Work closely with functional leaders in compliance and support functions to maintain the highest standards of production and quality. Regularly share insights and feedback with the operations team regarding group performance and the effectiveness of training content. Use this information to proactively address skills gaps and implement tailored remediation plans for continuous improvement. Continuously update training materials based on insights gained from active production work and Analysts' performance data. You should have a strong understanding of regulatory and legal requirements related to Cx Complaints. You will support the Cx Compliance L&D Lead, enabling the team’s strategic vision by designing and developing content, ongoing deployment and maintenance of the program, measuring program success, and soliciting feedback for future iterations. You will own pulling and analyzing metrics related to your training program You will work with the Compliance L&D Lead to support L&D’s book of work and priority initiatives You will support ad hoc projects and initiatives for the Compliance training team You will ensure your training program is aligned with regulatory and legal requirements You will maintain multiple training program asset types: elearning courses, instructor led resources, nesting process documents/trackers, training calendars, etc. You will collaborate with multiple internal teams (Workforce Management, Vendor Management, Operations, Compliance etc) for training program feedback, to obtain required sign-offs, and for support with ongoing training deployments You will manage multiple projects and deployments simultaneously, owning all aspects of resource coordination, timelines, deliverables, and goals. You will work in tools like: Articulate, Docebo, Jira, Looker, Slack, and Gsuite products. Job Requirements: Minimum 2 years working in, or supporting Learning and Development (L&D), including instructional design and end-to-end training project management, preferably in Complaints Hands-on experience with eLearning tools such as Articulate 360 and Adobe Suite for designing and delivering high-quality training resources. Proficiency in learning management systems such as Docebo for managing, maintaining, and deploying training programs. Proven track record of successfully managing complex projects with multiple stakeholders 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 accountability. Exceptional organizational and time management skills, with the ability to prioritize tasks and manage competing deadlines. Experience working with outsourced partners in deploying training and managing training performance globally. Flexibility and ability to travel to Business Process Outsourcing (BPO) offices domestically if required. Nice to Haves: Experience working in the crypto industry Coinbase 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 Employee Rights and the Know Your Rights notices by clicking on their corresponding links. 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 contact us at accommodations(at)coinbase.com to let us know the nature of your request and your contact information. #J-18808-Ljbffr