Remote-First Capacity Planning Lead

Coinbase, Inc.; United States; Remote; USD 109,000 - 128,000; Full time

Job summary

Coinbase seeks 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.

The role blends forecasting, operations, and cross-functional collaboration, using AI-assisted planning with human oversight to deliver scalable, cost-conscious staffing and high service levels. Base salary ranges from $108,630 to $127,800 with equity and bonus eligibility; remote-first

Qualifications

• 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
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

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 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

Skills

Workforce Management

Capacity planning

Forecasting

Excel

Google Sheets

WFM platforms

Data-driven

Communication

Cross-functional

Adaptable

Tools

Assembled

Job description

Coinbase seeks 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.

The role blends forecasting, operations, and cross-functional collaboration, using AI-assisted planning with human oversight to deliver scalable, cost-conscious staffing and high service levels. Base salary ranges from $108,630 to $127,800 with equity and bonus eligibility; remote-first