Remote-First Senior WFM CX Ops Lead | AI-Driven Capacity

Coinbase, Inc.; Jefferson City (MO); On-site; USD 186,000 - 196,000; Full time

Job summary

Coinbase is seeking a Senior Manager, Workforce Management to transform CX operations with AI-informed capacity planning. You’ll own forecasting, staffing models, and cost modeling across Consumer CX, partnering with Finance, Legal, and Compliance to align resourcing and regulatory readiness.

You will lead scenario planning, executive storytelling, and cross-functional initiatives to improve productivity, service levels, and efficiency through AI-enabled workflows.

Qualifications

• 5+ years in senior Workforce Management or related roles.
• Experience influencing senior leadership across multiple functions.
• Expertise in capacity planning and forecasting in back-office/financial services.
• Experience with AI/automation in workforce models.
• SQL fluency to query workforce data.

Responsibilities

• Own AI-informed capacity planning across CX Operations, including hybrid human-AI staffing models and scenario planning.
• Serve as the senior WFM voice with executive and CX leadership, translating forecast risk into decision-ready narratives.
• Build cross-functional partnerships to align on workforce priorities, cost models, and resourcing tradeoffs.
• Design multi-scenario staffing plans balancing service levels, cost, and AI leverage.
• Identify and drive strategic opportunities across CX Operations through data and business cases.

Skills

WFM leadership

Executive communication

AI-informed capacity planning

Forecasting

Stakeholder management

Tools

Assembled

Looker

Hex

SQL

Job description

Coinbase is seeking a Senior Manager, Workforce Management to transform CX operations with AI-informed capacity planning. You’ll own forecasting, staffing models, and cost modeling across Consumer CX, partnering with Finance, Legal, and Compliance to align resourcing and regulatory readiness.

You will lead scenario planning, executive storytelling, and cross-functional initiatives to improve productivity, service levels, and efficiency through AI-enabled workflows.