Senior Manager, AI-Driven CX Workforce Planning

Coinbase, Inc.; Salem (OR); Hybrid; USD 166,000 - 196,000; Full time

Job summary

Coinbase is seeking a Senior Manager, Workforce Management to lead AI-informed capacity planning, forecasting, and cost modeling across CX operations. You’ll partner with Finance, Legal, Compliance and Product to align resourcing with regulatory readiness and productivity goals.

You’ll shape workforce strategy for existing lines and new products, present decision-ready narratives to senior leadership, and drive cross-functional initiatives with strict human oversight of AI outputs.

Qualifications

• 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning in financial services or fintech.
• Ability to build partnerships and influence decisions across Finance, Legal, Compliance, Ops and leadership.
• Expertise in capacity planning, forecasting, and scenario modeling with AI/automation considerations.

Responsibilities

• Own AI-informed capacity planning across CX Operations, modeling staffing and automation leverage.
• Distill forecast risk and resource tradeoffs into clear narratives for senior leadership.
• Foster cross-functional alignment on OpEx, resourcing, and regulatory readiness.
• Design multi-scenario staffing plans balancing service levels and cost effectiveness.

Skills

Senior WFM experience

Regulated fintech ops

Capacity planning

Forecasting

AI/automation experience

SQL & BI tools

Tools

Assembled

Looker

Hex

SQL

Job description

Coinbase is seeking a Senior Manager, Workforce Management to lead AI-informed capacity planning, forecasting, and cost modeling across CX operations. You’ll partner with Finance, Legal, Compliance and Product to align resourcing with regulatory readiness and productivity goals.

You’ll shape workforce strategy for existing lines and new products, present decision-ready narratives to senior leadership, and drive cross-functional initiatives with strict human oversight of AI outputs.