What you’ll be doing (ie. job duties):

📍Lead Consumer Training Projects: Define and oversee the team’s strategic vision by designing and developing curricula. Lead other individual contributors in creating role-based training, manage the deployment and maintenance of training programs, measure program success, and gather feedback for future content iterations. 📍Analyze Metrics: Inspect and analyze metrics related to your workstream, ensuring L&D KPIs are met for completion, confidence in learning application, assessment data, and most importantly, the impact on business performance and quality metrics of Consumer support agents. 📍Ensure Program Quality: Ensure training programs align with Coinbase’s Customer Focus philosophy to provide an industry-leading onboarding and continuous education experience. 📍Create and Maintain Training Assets: Maintain a variety of training program assets including eLearning courses, instructor-led resources, video content creation and development, nesting process documents/trackers, training calendars, and more. 📍Collaborate with Internal Teams: Work with multiple internal teams (Workforce Management, Vendor Management, Operations, Quality Assurance, Compliance, etc.) to scope projects, obtain training program feedback and necessary approvals, and support ongoing training initiatives. 📍Manage Projects and Deployments: Handle multiple projects and deployments simultaneously, overseeing all aspects including scoping needs, resource coordination, timelines, deliverables, and goals. 📍Utilize Tools: Work with tools such as Articulate Rise 360, Articulate Review 360, Docebo LMS, Jira, Looker, Slack, Adobe Premiere, Asana, and G Suite products.

What we look for in you (ie. job requirements):

📍Outstanding Communication Skills: Proficiency with a strong emphasis on soft-skills development. 📍Project Management: Demonstrated success in managing complex projects with multiple stakeholders, delivering high-quality results within deadlines. 📍Interpersonal Skills: Exceptional communication and interpersonal abilities, engaging and influencing stakeholders at all levels of the organization. 📍Instructional Design Expertise: Experience with instructional design methodologies, e-learning tools, and learning management systems.

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