San Francisco, CA, USA
Coinbase
Location: San Francisco, CA Coinbase has built the world’s leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy, and increase economic freedom around the world. There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning. Second, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role. Read more about our values and culture here. As learning and development manager with customer support, you would be responsible for the development and implementation of training plans, across internal employees and our BPO partners, in line with business objectives and strategies. You would also partner with functional leadership, our quality assurance team, and CX analysts to identify learning and development opportunities within the team. You have a passion for education and the opportunities it affords people. What You’ll Be Doing (i.e., Job Duties) Develop and implement bespoke training content and learning experiences for new hires and seasoned professionals focusing on hard and soft skill improvement and professional development. Create and maintain a robust a high-quality training governance across both FTE and vendor teams, inclusive of: New hire training, regular upleveling, and targeted coaching Strategy for training across different Support channels (phone, email, social), tools, products, and policies Train-the-trainer, trainer certifications, job aids for instructor-led, remote, and e-learnings Manage a team of trainers and training content creators across multiple international locations. Conduct and oversee training sessions, including coaching and developing trainers, ensuring employee comprehension and demonstration. Lead effort to improve, modify, and streamline training processes to address inefficiencies, control gaps, manage constantly evolving products, and ensure all training experiences meet the Coinbase level of quality. Proactively gather training effectiveness metrics, analyze data and review, edit and re-design existing curriculum as needed. Partner with peer counterparts in Global Content and Localization to identify synergies and craft strategies. Understand and be able to address with high accuracy all customer issues the Support team handles Evaluate curriculums to ensure an optimal experience for learners. Understand and support development needs for multiple teams using a variety of methods and technologies to ensure stakeholder objectives are met. Observe, analyze, and report on areas of responsibility to senior leadership. Implement continual learning programs to ensure global representatives remain at the cutting edge of new content and procedures. What We Look For In You (ie. Job Requirements) 5+ years training and facilitation experience. 4-year degree or equivalent experience in Instructional Design, Human Resources, Business, or related field. Experience training and facilitating groups of at least 20 people in physical and remote environments. Experience supporting the success of learners in a high-performance environment across multiple global sites and languages. Experience managing a team of trainers and training content creators. Experience creating comprehensive, end to end training programs. Experience creating and communicating strategic level reports and presentations. Positive, growth-oriented mindset (You’re energized by developing people’s strengths and continuous learning!) Travel requirements up to 20% to Coinbase offices and vendor locations (depending on business need). Nice to haves: Experience in developing and delivery of content via rapid development tools and learning management systems. Previous experience in crypto, finance, or fintech Advanced degree in pedagogy Advanced understanding of Google apps, Jira, or Salesforce Service Cloud Expert-level Excel userSan Francisco, CA, USA
Coinbase
Location: San Francisco, CA
Coinbase has built the world’s leading compliant cryptocurrency platform serving over 30 million accounts in more than 100 countries. With multiple successful products, and our vocal advocacy for blockchain technology, we have played a major part in mainstream awareness and adoption of cryptocurrency. We are proud to offer an entire suite of products that are helping build the cryptoeconomy, and increase economic freedom around the world.
There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we assess whether a candidate demonstrates our values: Clear Communication, Positive Energy, Efficient Execution, and Continuous Learning. Second, we look for signals that a candidate will thrive in a culture like ours, where we default to trust, embrace feedback, disrupt ourselves, and expect sustained high performance because we play as a championship team. Finally, we seek people with the desire and capacity to build and share expertise in the frontier technologies of crypto and blockchain, in whatever way is most relevant to their role.
Read more about our values and culture here.
As learning and development manager with customer support, you would be responsible for the development and implementation of training plans, across internal employees and our BPO partners, in line with business objectives and strategies. You would also partner with functional leadership, our quality assurance team, and CX analysts to identify learning and development opportunities within the team. You have a passion for education and the opportunities it affords people.
What You’ll Be Doing (i.e., Job Duties)
- Develop and implement bespoke training content and learning experiences for new hires and seasoned professionals focusing on hard and soft skill improvement and professional development.
- Create and maintain a robust a high-quality training governance across both FTE and vendor teams, inclusive of:
- New hire training, regular upleveling, and targeted coaching
- Strategy for training across different Support channels (phone, email, social), tools, products, and policies
- Train-the-trainer, trainer certifications, job aids for instructor-led, remote, and e-learnings
- Manage a team of trainers and training content creators across multiple international locations.
- Conduct and oversee training sessions, including coaching and developing trainers, ensuring employee comprehension and demonstration.
- Lead effort to improve, modify, and streamline training processes to address inefficiencies, control gaps, manage constantly evolving products, and ensure all training experiences meet the Coinbase level of quality.
- Proactively gather training effectiveness metrics, analyze data and review, edit and re-design existing curriculum as needed.
- Partner with peer counterparts in Global Content and Localization to identify synergies and craft strategies.
- Understand and be able to address with high accuracy all customer issues the Support team handles
- Evaluate curriculums to ensure an optimal experience for learners.
- Understand and support development needs for multiple teams using a variety of methods and technologies to ensure stakeholder objectives are met.
- Observe, analyze, and report on areas of responsibility to senior leadership.
- Implement continual learning programs to ensure global representatives remain at the cutting edge of new content and procedures.
What We Look For In You (ie. Job Requirements)
- 5+ years training and facilitation experience.
- 4-year degree or equivalent experience in Instructional Design, Human Resources, Business, or related field.
- Experience training and facilitating groups of at least 20 people in physical and remote environments.
- Experience supporting the success of learners in a high-performance environment across multiple global sites and languages.
- Experience managing a team of trainers and training content creators.
- Experience creating comprehensive, end to end training programs.
- Experience creating and communicating strategic level reports and presentations.
- Positive, growth-oriented mindset (You’re energized by developing people’s strengths and continuous learning!)
- Travel requirements up to 20% to Coinbase offices and vendor locations (depending on business need).
Nice to haves:
- Experience in developing and delivery of content via rapid development tools and learning management systems.
- Previous experience in crypto, finance, or fintech
- Advanced degree in pedagogy
- Advanced understanding of Google apps, Jira, or Salesforce Service Cloud
- Expert-level Excel user
