• Deliver comprehensive, interactive, and strategically aligned training sessions covering Premium & Priority support workstreams ensuring advanced comprehension and application. • Deliver onboarding, and cross-skilling training and nesting support to ensure L&D consistently exceeds its KPIs and business SLAs. • Establish and enforce high standards in training delivery for consistent knowledge transfer. • Conduct Train-the-Trainer (TTT) masterclasses, certify and continually develop training facilitators, and participate in continuous development programs to uplift trainer quality. • Collaborate with cross functional teams and work with L&D to enable the design and development of training materials and modules tailored to Premium & Priority Support. • Drive recommendations of the design of onboarding, and cross skilling programs • Ensure training content aligns with evolving regulatory requirements and internal policies proactively identifying potential gaps. • Oversee and direct the identification and remediation of training gaps through advanced QA processes and performance analytics. • Proactively Identify opportunities to optimize existing processes and KPIs through strategic, cross-functional continuous improvement initiatives. • Manage and prioritize the problems, ensuring submitted ideas are reviewed and acted upon within defined SLAs, and personally lead the implementation of critical solutions. • Lead the Identification and execution of opportunities to eliminate, automate, and optimize (EAO) using advanced data analysis and predictive modeling. • Initiate and lead collaborations with cross-functional teams to discuss proposed solutions, gain buy-in from stakeholders and coordinate their implementation with organizational impact. • Submit tooling enhancement requests to relevant teams based on observations and testing. • Collaborate with the Knowledge Management team on content updates and with L&D on training material revisions. • Dedicate at least 10 hours per week to hands-on production roles to maintain expert-level SME knowledge of workflows and identify areas for improvement. • Provide flexible and strategic support during workload spikes and work with the manager to define guardrails for production hours. • Model an investigative mentality: utilize data and customer feedback to help address critical customer issues at the root cause and eliminate defects in the customer experience. • Proactively identify customer needs before they become an issue to simplify the customer experience, reduce friction, and strengthen trust in Coinbase. • Serve as a leading advocate for clear and impactful communication with internal and external partners to align on solutions and drive transformational results.