Senior Manager, AI-Driven CX Workforce Planning

Coinbase, Inc.; Boise (ID); Hybrid; USD 166,000 - 196,000; Full time

Benefits offered by this job

Equity and bonus eligibility

Medical, dental, vision

401(k)

Paid time off

Job summary

Coinbase, Inc. seeks a Senior Manager, Workforce Management within the Customer Experience team to evolve WFM into a strategic, AI-informed capability that shapes how Coinbase plans, staffs, and scales its operations.

You will own capacity planning, workforce forecasting, and cost modeling across Consumer CX lines, translating complex workforce dynamics into decision-ready narratives for senior leadership and partnering with Finance, Legal, and Compliance.

Qualifications

• 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning with regulated or fintech exposure.
• Ability to build partnerships across Finance, Legal, Compliance, and Ops.
• Experience designing AI-enabled staffing models and multi-scenario plans.

Responsibilities

• Own AI-informed capacity planning across CX, with hybrid human-AI staffing and scenario planning.
• Distill forecast risk and capacity tradeoffs into clear narratives for senior leadership.
• Partner with Finance, Product, Legal and Compliance on OpEx and resourcing decisions.
• Design multi-scenario staffing plans balancing service levels, cost, and AI leverage.
• Drive initiatives from concept through execution and build a center of excellence.

Skills

Capacity planning

Forecasting

Scenario modeling

AI in WFM

Stakeholder management

SQL fluency

Tools

Assembled

Looker

Hex

Job description

Coinbase, Inc. seeks a Senior Manager, Workforce Management within the Customer Experience team to evolve WFM into a strategic, AI-informed capability that shapes how Coinbase plans, staffs, and scales its operations.

You will own capacity planning, workforce forecasting, and cost modeling across Consumer CX lines, translating complex workforce dynamics into decision-ready narratives for senior leadership and partnering with Finance, Legal, and Compliance.