Remote Senior WFM Lead, CX Ops — AI-Driven Capacity

Coinbase, Inc.; Baton Rouge (LA); Hybrid; USD 186,000 - 196,000; Full time

Benefits offered by this job

Equity

Benefits: medical/dental/vision/401(k)

Job summary

Coinbase, Inc. is seeking a Senior Manager, Workforce Management to elevate capacity planning and forecasting for CX operations. You will partner with Finance, Product, Legal, and Compliance to shape resource strategy and regulatory readiness.

You’ll lead AI-informed staffing models, multi-scenario plans, and automation-driven productivity while communicating clear, decision-ready narratives to senior leadership.

Qualifications

• 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning in regulated fintech.
• Ability to influence across Finance, Legal, Compliance, Ops, and senior leadership without direct authority.
• Expertise in capacity planning, forecasting, and scenario modeling for complex back-office environments.
• Experience with AI-informed workforce models and AI/automation-driven productivity.
• Proficiency with WFM platforms and BI tools; SQL fluency to query workforce data.

Responsibilities

• Own AI-informed capacity planning across CX Operations with hybrid human-AI staffing models.
• Serve as senior WFM voice with exec and CX leadership, translating forecasts into decisions.
• Build cross-functional partnerships to align on cost models and resourcing tradeoffs.
• Design multi-scenario staffing plans balancing service levels, cost, and AI leverage.
• Identify strategic opportunities across CX Operations and drive initiatives end-to-end.
• Extend WFM expertise as a center of excellence for resource planning organization-wide.

Skills

AI-informed capacity planning

Executive storytelling

Cross-functional partnerships

Capacity planning

Forecasting

SQL fluency

WFM platforms (Assembled)

BI tools (Looker/Hex)

AI governance

Tools

Assembled

Looker

Hex

SQL

Job description

Coinbase, Inc. is seeking a Senior Manager, Workforce Management to elevate capacity planning and forecasting for CX operations. You will partner with Finance, Product, Legal, and Compliance to shape resource strategy and regulatory readiness.

You’ll lead AI-informed staffing models, multi-scenario plans, and automation-driven productivity while communicating clear, decision-ready narratives to senior leadership.