Remote Capacity Planning Lead, Compliance Ops

Coinbase, Inc.; Cheyenne (WY); Remote; USD 109,000 - 128,000; Full time

Job summary

Coinbase is seeking an L4 Capacity Planning Lead to join our Compliance Workforce Management team. This role translates volume trends, staffing assumptions, and business inputs into actionable capacity plans across compliance queues and markets.

You will build capacity models using hybrid human–AI tooling, create multi-scenario staffing plans, and collaborate with vendors to meet targets and SLAs. Strong analytics and cross-functional communication are essential in a fast-moving, AI-informed

Qualifications

• Min 4 years in Workforce Management with capacity planning and forecasting.
• Proficient in Excel and Google Sheets; experience with WFM platforms.
• Experience across multiple channels and planning for both FTE and vendor workforces.
• Ability to analyze large datasets to identify trends and model scenarios.
• Strong written and verbal communication skills.
• Familiarity with BI tools (Looker) and SQL a plus.

Responsibilities

• 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 data-driven approaches.
• Automate and streamline planning processes to reduce manual effort and increase 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.

Skills

Capacity planning

Forecasting

Data analysis

Stakeholder collaboration

Excel/Sheets

AI tools

Tools

Looker

SQL

AI planning tools

Job description

Coinbase is seeking an L4 Capacity Planning Lead to join our Compliance Workforce Management team. This role translates volume trends, staffing assumptions, and business inputs into actionable capacity plans across compliance queues and markets.

You will build capacity models using hybrid human–AI tooling, create multi-scenario staffing plans, and collaborate with vendors to meet targets and SLAs. Strong analytics and cross-functional communication are essential in a fast-moving, AI-informed