Senior Manager, AI-Driven CX Workforce Strategy

Gohyred

United States

Hybrid

USD 166,000 - 196,000

Full time

14 days+

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Benefits offered by this job

Equity

Bonus eligibility

Health benefits

401(k)

Job summary

Coinbase is seeking a Senior Manager, Workforce Management to evolve WFM from a support function into a strategic, AI-informed capability. You will own capacity planning, forecasting, and cost modeling across Consumer CX, translating data into decision-ready narratives for senior leadership.

You will build partnerships with Ops, Finance, Legal, and Compliance to align resourcing, regulatory readiness, and productivity through automation.

Qualifications

5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning roles in financial services or fintech.
Ability to influence across Finance, Legal, Compliance, Ops, and senior leadership without formal authority.
Expertise in capacity planning, forecasting, and scenario modeling for complex back-office environments.
Experience deploying AI-informed workforce models with human oversight.
Proficiency with WFM platforms and BI tools, plus SQL.
Commitment to regulatory readiness and cost-aware resourcing.

Responsibilities

Own AI-informed capacity planning across CX Operations and staffing models.
Distill forecast risk and capacity tradeoffs into clear narratives for leadership.
Build cross-functional partnerships to align on cost models and resourcing.
Design multi-scenario staffing plans balancing service levels and AI leverage.
Identify strategic opportunities and drive initiatives from concept to execution.
Extend WFM expertise across adjacent teams as a center of excellence.