Senior Manager, AI-Driven CX Workforce Planning

Coinbase, Inc.; Indianapolis (IN); Hybrid; USD 186,000 - 196,000; Full time

Benefits offered by this job

Equity

Medical, Dental, Vision, 401(k)

Job summary

Coinbase, Inc. in the United States is seeking a Senior Manager, Workforce Management to evolve WFM into a strategic, AI-informed capability for planning, staffing, and scaling CX operations.

You will own capacity planning, forecasting, and cost modeling across Consumer CX, partnering with Ops, Finance, Legal, and Compliance to drive alignment. You will craft multi-scenario staffing plans, translate complex data into decision-ready narratives for executives, and extend WFM expertise to adjacent

Qualifications

• 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning roles with direct accountability for regulated or compliance-driven operations in financial services or fintech.
• Demonstrated ability to build partnerships, drive alignment, and influence decisions across Finance, Legal, Compliance, Ops, and senior leadership without positional authority.
• Expertise in capacity planning, forecasting, and scenario modeling in complex back-office environments, including designing staffing models that incorporate AI/automation-driven productivity assumptions.
• Experience operating in or transitioning a team toward an AI-informed workforce model where AI agents contribute to operational output.

Responsibilities

• Own AI-informed capacity planning across CX Operations, incorporating hybrid human-AI staffing models, scenario planning, and automation-driven productivity assumptions into workforce strategy for existing lines of business and new product launches.
• Serve as the senior WFM voice with executive and CX leadership, distilling forecast risk, capacity tradeoffs, and regulatory readiness into clear, decision-ready narratives that drive action without hand-holding.
• Build cross-functional partnerships with Finance, Product, Legal, and Compliance to align on workforce priorities, cost models, OpEx forecasts, and resourcing tradeoffs across competing stakeholder demands.
• Design multi-scenario staffing plans that model tradeoffs between service levels, employee experience, operational flexibility, cost effectiveness, and AI/automation leverage.
• Identify and drive strategic opportunities across CX Operations by gathering data, building business cases, securing cross-functional buy-in, and leading initiatives from concept through execution.

Skills

Senior WFM experience

Regulated ops

Stakeholder management

Tools

Assembled

Looker

Hex

SQL

Job description

Coinbase, Inc. in the United States is seeking a Senior Manager, Workforce Management to evolve WFM into a strategic, AI-informed capability for planning, staffing, and scaling CX operations.

You will own capacity planning, forecasting, and cost modeling across Consumer CX, partnering with Ops, Finance, Legal, and Compliance to drive alignment. You will craft multi-scenario staffing plans, translate complex data into decision-ready narratives for executives, and extend WFM expertise to adjacent