Senior AI-Driven WFM CX Ops Leader (Remote-First)

Coinbase, Inc.; Helena (MT); Remote; USD 166,000 - 196,000; Full time

Benefits offered by this job

Equity eligibility

Bonus eligibility

Medical, dental, vision benefits

Job summary

Coinbase is seeking a Senior Manager, Workforce Management to evolve WFM into a strategic, AI-informed capability within the Customer Experience team. You will own capacity planning, forecasting, and cost modeling across CX, translating complex workforce dynamics into decision-ready narratives for senior leadership.

You will partner with Ops, Finance, Legal, and Compliance to drive alignment on resourcing, regulatory readiness, and automation-driven productivity while shaping how Coinbase plans

Qualifications

• 5+ years in senior Workforce Management or Strategic Workforce Planning roles in regulated or fintech.
• Ability to build partnerships across Finance, Legal, Compliance, Ops and leadership.
• Expertise in capacity planning, forecasting and scenario modeling in complex back-office environments.
• Experience moving teams toward AI-informed staffing with AI agents in operations.
• Proficiency with WFM platforms and BI tools; SQL fluency to query workforce data.

Responsibilities

• Own AI-informed capacity planning across CX Operations and staffing models for existing lines and new product launches.
• Serve as the senior WFM voice with executives, delivering forecast risk and decisions clearly.
• Build cross-functional partnerships to align on workforce priorities, OpEx forecasts, and resource tradeoffs.
• Design multi-scenario staffing plans balancing service levels, experience, cost and AI leverage.
• Identify strategic opportunities and lead initiatives from concept to execution.
• Extend WFM expertise as a center of excellence across the org.

Skills

WFM strategy

Executive communication

Capacity planning

Forecasting

Regulatory readiness

AI-informed workforce

Tools

Assembled

Looker

Hex

SQL

Job description

Coinbase is seeking a Senior Manager, Workforce Management to evolve WFM into a strategic, AI-informed capability within the Customer Experience team. You will own capacity planning, forecasting, and cost modeling across CX, translating complex workforce dynamics into decision-ready narratives for senior leadership.

You will partner with Ops, Finance, Legal, and Compliance to drive alignment on resourcing, regulatory readiness, and automation-driven productivity while shaping how Coinbase plans