Consumer L&D Analyst III

2 weeks ago

Manila, National Capital Region, Philippines Coinbase Full time

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.

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
  • 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
  • This role requires full-time in-office presence, with approximately 25% travel to various Coinbase or BPO offices. The primary purpose of the travel is to support onsite instructor-led training, audit the delivery and management of classes by Training Facilitators using a standardized audit guide/rubric, and provide feedback directly.
  • 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

Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full-time offers from Coinbase also include target bonus + benefits (including medical, dental, and vision).

Pay Range: ₱562.07 — ₱562.07 PHP 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 contact us at accommodations[at]coinbase.com 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).

Global Data Privacy Notice for Job Candidates and Applicants

Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application, you are agreeing to arbitration of disputes as outlined here.

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