Manager off WFM Compliance Operations

Coinbase, Inc.; United States; On-site; USD 150,000 - 200,000; Full time

Job summary

Coinbase, Inc. is seeking a senior Workforce Management leader to architect forecasting, capacity planning, and compliance operations at an executive level.

You will translate complex workforce dynamics into clear narratives and build trusted partnerships across Ops, Finance, Legal, and Compliance. You will lead AI-informed capacity planning, model scenarios with hybrid human-AI staffing, and drive productivity assumptions across Compliance lines of business and product launches.

Qualifications

• 5+ years of relevant experience in senior Workforce Management, Operations, or Strategic Workforce Planning roles in regulated environments.
• Experience designing staffing models that account for AI/automation-driven productivity assumptions.
• Demonstrated stakeholder leadership across Finance, Legal, Compliance, Ops, and senior CX leadership.
• Executive-level communication skills to distill complex workforce dynamics and regulatory risk into crisp, decision-ready narratives.
• Experience operating in or transitioning to an AI-informed workforce model.

Responsibilities

• Lead AI-informed capacity planning and scenario planning across Compliance and new product launches.
• Develop and manage cost models and OpEx forecasts for Compliance Operations with AI-driven productivity assumptions.
• Build cross-functional partnerships to align on workforce priorities, regulatory planning, and resourcing tradeoffs.
• Brief executive leadership on WFM performance, capacity risk, and strategic direction with clear tradeoffs.

Skills

Workforce forecasting

Capacity planning

Compliance operations

Executive communication

Stakeholder leadership

AI-informed workforce

Data analytics

SQL data fluency

Regulated/fintech experience

Two-tier model design

Tools

Assembled

Looker

Hex

Job description

• We are seeking a senior WFM leader who combines deep expertise in workforce forecasting, capacity planning, and compliance operations with the communication and leadership skills to operate at the executive level
• The ideal candidate is a strategic operator who can translate complex workforce dynamics into clear narratives for senior leadership, build trusted cross-functional partnerships across Ops, Finance, Legal, and Compliance, and plan capacity in environments where AI agents are an active part of the workforce equation
• This role is central to our shift from a technically-driven WFM function to a strategic, AI-informed capability that earns a seat at every planning conversation, not just the operational ones
• Lead AI-informed capacity planning, incorporating hybrid human-AI staffing models, scenario planning, and automation-driven productivity assumptions into workforce strategy across Compliance lines of business and new product launches
• Serve as the senior WFM voice with executive leadership, distilling complex workforce dynamics, forecast risk, and capacity tradeoffs into clear, decision-ready narratives for CX, Finance, and Compliance leadership without hand-holding
• Build trusted partnerships across Ops, Finance, Product, Legal, and Compliance, driving alignment on workforce priorities, regulatory planning, and resourcing tradeoffs across competing stakeholder demands
• Develop and manage cost models and OpEx forecasts for Compliance Operations, incorporating AI/automation-driven productivity gains and scenario-based risk planning
• Identify and drive areas of opportunity across Compliance Operations: gather data, build the business case, communicate recommendations, secure cross-functional buy-in, and lead initiatives from concept through execution
• Lead execution of strategic and tactical plans to ensure operational and regulatory targets are met consistently, with clear tradeoff visibility for leadership when capacity or compliance risks emerge
• Create multi-scenario staffing plans for Compliance Operations that model tradeoffs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility, Cost Effectiveness, and AI/automation leverage
• Extend WFM strategic expertise to adjacent teams (Risk & Controls, Programs, P&E), acting as a center of excellence for resource planning methodology across the broader organization
• Periodically brief senior and executive leadership on WFM performance, capacity risk, regulatory readiness, and the strategic direction of the function

Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast-paced organization with rapidly evolving regulatory and operational conditionsExperience with modern WFM platforms (e.g., Assembled or comparable) and BI tools (e.g., Looker, Hex)Demonstrated stakeholder leadership: proven ability to build partnerships, drive alignment, and influence decisions across Finance, Legal, Compliance, Ops, and senior CX leadership without positional authorityExecutive-level communication skills: able to distill complex workforce dynamics, regulatory risk, and capacity tradeoffs into crisp, decision-ready narratives for senior and executive leadership without hand-holdingExperience operating in, or actively transitioning a team toward, an AI-informed workforce model, including planning capacity in environments where AI agents contribute to operational outputStrong analytical skill, with a passion for metrics and data; ability to translate quantitative insights into strategic recommendations that influence business decisions5+ years of relevant experience in senior Workforce Management, Operations, or Strategic Workforce Planning roles, including direct accountability for regulated or compliance-driven operations in financial services or fintechProven drive for operational excellence in regulated environments, able to navigate ambiguity, manage high-stakes compliance requirements, and deliver results under regulatory scrutinyExpertise in capacity planning, forecasting, and scenario modeling in complex back-office environments, with experience designing staffing models that account for AI/automation-driven productivity assumptionsExperience designing or operating a two-tier model (senior internal strategists + managed BPO execution layer)Familiarity with AI/automation tooling in an operational or WFM context (e.g., agentic workflows, LLM-assisted forecasting, low-code automation platforms)SQL experience and/or data fluency sufficient to independently query and validate workforce dataExperience in Tech/Fintech industryConsulting background