Senior Manager, AI-Driven CX Workforce Strategy

Coinbase, Inc.; New York (NY); Remote; USD 166,000 - 196,000; Full time

Benefits offered by this job

Equity

Benefits package

Job summary

Coinbase, Inc. is seeking a Senior Manager, Workforce Management within the Customer Experience organization. This role shapes capacity planning, workforce forecasting, and cost modeling across Consumer CX lines, partnering with senior leaders to drive resourcing and regulatory readiness.

You will lead AI-informed workforce strategy, build multi-scenario staffing plans, and extend WFM excellence across the broader organization. Remote-first with quarterly in-person surges.

Qualifications

• 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning roles.
• Ability to influence Finance, Legal, Compliance, Ops, and senior leadership without direct authority.
• Expertise in capacity planning, forecasting, and scenario modeling in complex back-office environments.
• Experience moving a team toward an AI-informed workforce model with AI agents contributing to output.
• Proficiency with modern WFM platforms and BI tools, with SQL fluency.

Responsibilities

• Own AI-informed capacity planning across CX Operations and staffing models.
• Present forecast risk and capacity tradeoffs to executive leadership clearly.
• Partner with Finance, Product, Legal, and Compliance to align on workforce priorities and costs.
• Design multi-scenario staffing plans balancing service levels, experience, cost, and AI leverage.
• Identify opportunities across CX Operations and lead initiatives from concept through execution.
• Extend WFM strategy to adjacent teams as a center of excellence.

Skills

WFM leadership

Stakeholder influence

Capacity planning

AI in workforce

SQL proficiency

AI governance

Tools

Assembled

Looker

Hex

SQL

Job description

Coinbase, Inc. is seeking a Senior Manager, Workforce Management within the Customer Experience organization. This role shapes capacity planning, workforce forecasting, and cost modeling across Consumer CX lines, partnering with senior leaders to drive resourcing and regulatory readiness.

You will lead AI-informed workforce strategy, build multi-scenario staffing plans, and extend WFM excellence across the broader organization. Remote-first with quarterly in-person surges.