AI-Driven WFM Senior Manager, CX Ops (Remote)

Coinbase, Inc.; Lincoln (NE); Remote; USD 166,000 - 196,000; Full time

Job summary

Coinbase, Inc. is seeking a Senior Manager, Workforce Management to lead AI-informed capacity planning across Customer Experience operations and shape how we plan, staff, and scale.

You will partner with Finance, Legal, Compliance, and Product leaders to translate complex workforce dynamics into decision-ready narratives. You will own forecasting, scenario modeling, and cost planning for Consumer CX lines, and drive cross-functional alignment to deliver resilient staffing, regulatory readiness,

Qualifications

• 5+ years in senior WFM, operations, or strategic workforce planning, with regulated/fintech exposure.
• Proven ability to influence across Finance, Legal, Compliance, Ops, and senior leadership.
• Experience designing staffing models with AI/automation-driven productivity.
• Experience leading a team toward AI-informed workforce models with human oversight.

Responsibilities

• Own AI-informed capacity planning across CX Operations and staffing models for existing lines and new launches.
• Speak as the senior WFM voice with executives, translating forecasts and regulatory readiness into decisions.
• Partner with Finance, Product, Legal, and Compliance to align on workforce priorities and cost models.
• Design multi-scenario staffing plans balancing service levels, employee experience, and AI leverage.
• Identify opportunities across CX Operations, build business cases, and drive initiatives end-to-end.
• Extend WFM expertise to adjacent teams as a center of excellence for resource planning.

Skills

Senior WFM experience

Forecasting & capacity planning

AI-enabled operations

Stakeholder leadership

SQL proficiency

BI tools (Looker/Hex)

Tools

Assembled WFM platform

Looker

Hex

SQL

Job description

Coinbase, Inc. is seeking a Senior Manager, Workforce Management to lead AI-informed capacity planning across Customer Experience operations and shape how we plan, staff, and scale.

You will partner with Finance, Legal, Compliance, and Product leaders to translate complex workforce dynamics into decision-ready narratives. You will own forecasting, scenario modeling, and cost planning for Consumer CX lines, and drive cross-functional alignment to deliver resilient staffing, regulatory readiness,