Senior Manager, AI-Driven CX Workforce Management

Coinbase, Inc.; Lincoln (NE); Hybrid; USD 166,000 - 196,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical

Dental

Vision

401(k)

Job summary

Coinbase, Inc. is seeking a Senior Manager, Workforce Management within the Customer Experience team.

You will lead the evolution of WFM from a tactical function into a strategic, AI-informed capability that shapes how Coinbase plans, staffs, and scales its operations. You will own capacity planning, forecasting, and cost modeling across Consumer CX, partnering with Finance, Product, Legal, and Compliance to drive alignment on resourcing and regulatory readiness while leveraging

Qualifications

• 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning roles with regulated or fintech experience.
• Ability to influence senior leadership across Finance, Legal, Compliance, Ops.
• Expertise in capacity planning, forecasting, and scenario modeling in back-office environments with AI productivity.
• Experience operating in AI-informed workforce models with AI agents.
• Proficiency with WFM platforms (e.g., Assembled) and BI tools (Looker, Hex), and SQL fluency.

Responsibilities

• Own AI-informed capacity planning across CX Operations and design staffing models with hybrid human-AI productivity.
• Represent WFM to executive and CX leadership, communicating forecast risk and resource tradeoffs clearly.
• Build cross-functional partnerships to align on cost models, OpEx forecasts, and resourcing tradeoffs.
• Design multi-scenario staffing plans balancing service levels, experience, and AI leverage.
• Identify strategic opportunities by gathering data and building business cases through execution.
• Extend WFM expertise to adjacent teams as a center of excellence for resource planning.

Skills

AI-informed planning

Capacity planning

Forecasting

Scenario modeling

Looker

Hex BI

SQL

WFM platforms

Tools

Assembled

Job description

Coinbase, Inc. is seeking a Senior Manager, Workforce Management within the Customer Experience team.

You will lead the evolution of WFM from a tactical function into a strategic, AI-informed capability that shapes how Coinbase plans, staffs, and scales its operations. You will own capacity planning, forecasting, and cost modeling across Consumer CX, partnering with Finance, Product, Legal, and Compliance to drive alignment on resourcing and regulatory readiness while leveraging