Remote Capacity Planning Lead — AI-Driven WFM

Coinbase, Inc.; San Francisco (CA); Hybrid; USD 109,000 - 128,000; Full time

Job summary

Coinbase, Inc. is seeking a Capacity Planning Lead to translate volume trends and business inputs into capacity plans for our Compliance Workforce Management team.

You will forecast across queues, model scenarios, and work with cross‑functional partners to stay ahead of evolving demand in a fast‑moving, AI‑informed environment. The ideal candidate has 4+ years in WFM, strong Excel/Sheets skills, and experience with multiple channels and vendor workforces.

Qualifications

• Minimum 4 years of relevant experience in Workforce Management.
• Proficiency with Excel and/or Google Sheets; experience with WFM platforms.
• Experience across multiple channels and planning for FTE and vendor workforces.
• Strong analytical, data-driven decision making and clear communication.

Responsibilities

• Own forecasts and short-range capacity plans across multiple queues and markets.
• Build and maintain capacity models reflecting hybrid staffing.
• Create multi-scenario staffing plans balancing service levels and cost.
• Partner with vendor management, Compliance Ops, Finance and Recruiting.
• Analyze forecast misses and improve methodologies using data.
• Automate planning processes to improve accuracy and scalability.
• Communicate capacity risks and staffing recommendations clearly.
• Apply generative AI with appropriate human oversight.

Skills

Capacity planning

Forecasting

Excel/Sheets

WFM platforms

Data analysis

Communication

Tools

Looker

SQL

AI planning tools

Job description

Coinbase, Inc. is seeking a Capacity Planning Lead to translate volume trends and business inputs into capacity plans for our Compliance Workforce Management team.

You will forecast across queues, model scenarios, and work with cross‑functional partners to stay ahead of evolving demand in a fast‑moving, AI‑informed environment. The ideal candidate has 4+ years in WFM, strong Excel/Sheets skills, and experience with multiple channels and vendor workforces.