Capacity Planning Lead

Gohyred; United States; Hybrid; USD 109,000 - 128,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical, dental, vision, 401(k)

Job summary

Coinbase is hiring an L4 Capacity Planning Lead to join the Compliance Workforce Management team. You will translate volume trends and business inputs into capacity plans to meet regulatory demand efficiently and cost-effectively.

You will own forecasts across multiple queues, build capacity models with AI-assisted tooling, and collaborate with operations, finance, and recruiting to align headcount with growth targets. Strong WFM experience and data-driven decision-making are essential.

Qualifications

• 4+ years of experience in Workforce Management.
• Ability to build and maintain capacity models using data.
• Strong proficiency in Excel and/or Google Sheets.
• Experience with multiple contact channels and vendor/BPO workforces.

Responsibilities

• Own forecasts and short-range capacity plans across multiple queues and markets.
• Translate volume, AHT, and shrinkage into staffing requirements.
• Build and maintain capacity models using hybrid human–AI tooling.
• Create multi-scenario staffing plans balancing service levels and cost.
• Partner with vendors to meet staffing targets and SLAs.
• Collaborate with operations, finance, and recruiting on budgets and priorities.
• Analyze forecast misses and improve forecasting methods.
• Automate planning processes to improve accuracy and scalability.
• Communicate capacity risks and recommendations to stakeholders.

Skills

Capacity planning

Forecasting

Data analysis

Communication

AI-assisted planning

Tools

Excel

Google Sheets

Assembled

Looker

SQL

Job description

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called "surges." learn more about working at Coinbase.

We are seeking an L4 Capacity Planning Lead to join Coinbase's Compliance Workforce Management team. This role is central to translating volume trends, staffing assumptions, and business inputs into actionable short- and medium-range capacity plans that help our compliance operation meet regulatory demand efficiently and cost-effectively. The ideal candidate brings deep WFM domain expertise, strong analytical fundamentals, and the ability to operate with ownership and precision in a fast-moving, AI-informed planning environment. You'll work at the intersection of forecasting, operations, and cross-functional stakeholder collaboration to ensure our Compliance functions are always staffed to meet a continuously evolving demand landscape.

What you’ll do

• Own forecasts and short-range capacity plans across multiple compliance queues and markets, translating volume, AHT, and shrinkage trends into staffing requirements and coverage plans
• Use hybrid human–AI tooling to build and maintain capacity models that reflect the growing complexity of our support channels and workforce structure
• Create multi-scenario staffing plans that model trade-offs between Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness
• Partner with vendor management and BPO partners to ensure staffing targets and contractual SLAs are met
• Collaborate with Compliance Operations, Finance, and Recruiting to align capacity plans with headcount budgets, growth targets, and business priorities
• Analyze drivers of forecast misses and continuously improve forecasting methodology using statistical and data-driven approaches
• Automate and streamline planning processes to reduce manual effort and increase the accuracy and scalability of outputs
• Clearly communicate capacity risks, dependencies, and staffing recommendations to operational stakeholders and WFM leadership
• Utilize generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality

Required skills and experience

• Minimum 4 years of relevant experience in Workforce Management, with demonstrated expertise in capacity planning and forecasting
• Proven ability to build and maintain capacity models, with strong proficiency in Excel and/or Google Sheets; experience with WFM platforms (e.g., Assembled or comparable)
• Experience working across multiple support channels and planning for both FTE and vendor/BPO workforces
• Ability to work with large datasets to identify trends, model scenarios, and translate quantitative outputs into clear operational recommendations
• Strong analytical skills with a data-driven approach to workforce decision-making
• Excellent written and verbal communication skills, with the ability to clearly convey capacity risks and staffing plans to operational and cross-functional stakeholders
• Highly flexible and adaptable to the evolving needs of a high-growth, fast-paced organization
• Nice to haves: Experience with BI tools such as Looker; SQL experience; familiarity with agentic or AI-assisted planning tools; experience in tech or fintech
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Positon ID #: P77106

Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).

Annual base salary range (excluding equity and bonus): $108,630 — $127,800 USD

• Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
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