AI-Driven Capacity Planning Lead

Coinbase, Inc.; Honolulu (HI); Remote; USD 109,000 - 128,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical, dental, vision

401(k)

Job summary

Coinbase, Inc. is seeking an L4 Capacity Planning Lead to join our Compliance Workforce Management team. You will translate volume trends and business inputs into capacity plans across multiple queues, using hybrid human–AI tools to optimize staffing and cost efficiency.

The role requires deep WFM experience, strong analytics, and the ability to collaborate with Finance, Recruiting, and Operations. You will drive scalable planning processes in a fast-paced, AI-informed environment across the US.

Qualifications

• 4+ years of WFM experience with capacity planning and forecasting.
• Proficient in Excel or Google Sheets; experience with WFM platforms.
• Experience across multiple support channels and with FTE and vendor/BPO staff.
• Strong data-driven analytical decision making in workforce planning.
• Excellent written and verbal communication skills for cross-functional partners.
• Flexible and adaptable in a high-growth, fast-paced environment.
• Nice to have Looker, SQL, AI-assisted planning tools; fintech/tech exposure.

Responsibilities

• Own forecasts and short-range capacity plans across multiple compliance queues and markets.
• Use hybrid human–AI tooling to build and maintain capacity models.
• Create multi-scenario staffing plans balancing service levels, cost, and experience.
• Partner with vendor management and BPO teams to meet SLAs.
• Collaborate with Compliance Operations, Finance, and Recruiting to align plans with budgets and targets.
• Analyze forecast misses and improve forecasting methods.
• Automate planning processes to improve efficiency and accuracy.
• Communicate capacity risks and staffing recommendations to stakeholders.
• Apply generative AI with human oversight to drive improvements.

Skills

Workforce Management

Forecasting

Excel

Looker

SQL

AI planning tools

Tools

Assembled

Job description

Coinbase, Inc. is seeking an L4 Capacity Planning Lead to join our Compliance Workforce Management team. You will translate volume trends and business inputs into capacity plans across multiple queues, using hybrid human–AI tools to optimize staffing and cost efficiency.

The role requires deep WFM experience, strong analytics, and the ability to collaborate with Finance, Recruiting, and Operations. You will drive scalable planning processes in a fast-paced, AI-informed environment across the US.