Consumer Learning & Development Lead

We are looking for a committed and skilled Learning & Development (L&D) professional to join our team as the CX L&D Design & Deployment Lead. This role involves supporting the L&D needs of our consumer department by ensuring that our team members possess the necessary knowledge and skills to deliver superior customer experiences.

As the CX L&D Design & Deployment Lead, you will be pivotal in designing, deploying, and evaluating training programs to enhance the performance and development of our consumer support team. The CX Consumer L&D team is in charge of delivering comprehensive learning services and managing all aspects of front-line and specialty agent training. This includes:

• Designing and developing training materials.
• Implementing training programs.
• Evaluating the effectiveness of training efforts.

This scope encompasses new hire onboarding, reskilling, upskilling, change management, and performance improvement initiatives.

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.
• Analytical Skills: Strong analytical and problem-solving capabilities, identifying training needs, evaluating training effectiveness, and recommending improvements.
• Self-Motivation and Team Collaboration: Ability to work independently and as part of a team, exhibiting high self-motivation, accountability, and adaptability in a fast-paced environment.
• Organizational and Time Management: Excellent organizational and time management skills, able to prioritize tasks and manage competing deadlines.
• Experience: 5+ years in learning and development, facilitation, instructional design or equivalent.

Nice to haves:

• Experience in implementing AI technologies to enhance learning experiences, leveraging AI tools to personalize training, improve learner engagement, and optimize learning outcomes.
• Familiarity with change management processes, particularly in driving process improvements and managing changes. 
• Experience in project management with a focus on MVP (Minimum Viable Product) standards, ensuring efficient development and deployment of essential features.

Job #: P63119