Senior Manager, AI-Driven Workforce Planning

Coinbase, Inc.; Salt Lake City (UT); Hybrid; USD 166,000 - 196,000; Full time

Job summary

Coinbase, Inc. is seeking a Senior Manager, Workforce Management to drive AI-informed capacity planning and workforce strategy across Customer Experience.

You will partner with Finance, Product, Legal, and Compliance to shape resourcing, cost models, and productivity improvements while aligning with regulatory readiness. You will own capacity planning, forecasting, and scenario modeling across existing CX lines and new initiatives, translating complex data into decision-ready narratives for

Qualifications

• 5+ years in senior Workforce Management or related roles in regulated environments.
• Ability to influence across Finance, Legal, Compliance, Ops and senior leadership.
• Expertise in capacity planning, forecasting, and scenario modeling with AI considerations.
• Experience operating in or transitioning to an AI-informed workforce model with AI agents.

Responsibilities

• Own AI-informed capacity planning across CX Operations and develop staffing strategies.
• Distill forecast risk and capacity tradeoffs into clear narratives for executives.
• Build cross-functional partnerships to align on workforce priorities and costs.
• Design multi-scenario staffing plans balancing service levels, cost and AI leverage.
• Identify opportunities and lead initiatives from concept to execution.

Skills

WFM leadership

Stakeholder alignment

Capacity planning

Forecasting

Scenario modeling

AI in workforce

Tools

Assembled

Looker

Hex

SQL

Job description

Coinbase, Inc. is seeking a Senior Manager, Workforce Management to drive AI-informed capacity planning and workforce strategy across Customer Experience.

You will partner with Finance, Product, Legal, and Compliance to shape resourcing, cost models, and productivity improvements while aligning with regulatory readiness. You will own capacity planning, forecasting, and scenario modeling across existing CX lines and new initiatives, translating complex data into decision-ready narratives for