Senior Manager, AI-Driven WFM for CX Operations

Coinbase, Inc.; Boston (MA); Hybride; USD 166 000 - 196 000; Plein temps

Avantages offerts par ce poste

Equity

Bonus eligibility

Medical benefits

401(k)

Résumé du poste

Coinbase, Inc. is seeking a Senior Manager, Workforce Management to evolve WFM from a transactional function into a strategic, AI-informed capability.

You will own capacity planning, workforce forecasting, and cost modeling across Consumer CX, translating complex dynamics into decision-ready narratives for senior leadership. In a remote-first, hybrid environment with quarterly in-person surges, you will partner with Finance, Product, Legal, and Compliance to drive resourcing strategies,

Qualifications

• 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning with accountability for regulated or compliance-driven operations in financial services or fintech.

Responsabilités

• Own AI-informed capacity planning across CX Operations and staffing models.
• Serve as the senior WFM voice with execs, distilling forecast risk and capacity tradeoffs.
• Build cross-functional partnerships to align on workforce priorities, cost models, and resourcing tradeoffs.
• Design multi-scenario staffing plans balancing service levels, employee experience, cost, and AI leverage.
• Identify strategic opportunities across CX Operations and drive initiatives end-to-end.

Connaissances

Workforce Management

Operations

Strategic Workforce Planning

Forecasting

SQL fluency

Outils

Assembled

Looker

Hex

SQL

Description du poste

Coinbase, Inc. is seeking a Senior Manager, Workforce Management to evolve WFM from a transactional function into a strategic, AI-informed capability.

You will own capacity planning, workforce forecasting, and cost modeling across Consumer CX, translating complex dynamics into decision-ready narratives for senior leadership. In a remote-first, hybrid environment with quarterly in-person surges, you will partner with Finance, Product, Legal, and Compliance to drive resourcing strategies,