Senior Manager, AI-Driven Workforce Planning

Coinbase, Inc.; United States; On-site; USD 186,000 - 196,000; Full time

Job summary

Coinbase, Inc. is seeking a Senior Manager, Workforce Management to shape capacity planning and forecasting for its Customer Experience operations. This role will drive AI-informed staffing strategies, partner with Finance, Legal, and Compliance, and guide cost modeling across multiple CX lines of business.

You will own scenarios, build business cases, and lead initiatives from concept through execution, enabling scalable, compliant staffing as Coinbase grows.

Qualifications

• 5+ years in senior Workforce Management or strategic planning roles with regulated or fintech operations.
• Proven ability to influence across Finance, Legal, Compliance, Ops, and leadership without authority.
• Expertise in capacity planning, forecasting, and scenario modeling in complex back-office settings with AI/automation.
• Experience with AI-informed workforce models where AI agents contribute to output.

Responsibilities

• Own AI-informed capacity planning across CX Operations, incorporating hybrid human-AI staffing models and automation-driven productivity assumptions into workforce strategy.
• Serve as the senior WFM voice with executive leadership, distilling forecast risk, capacity tradeoffs, and regulatory readiness into clear narratives.
• Build cross-functional partnerships to align on workforce priorities, cost models, and resourcing tradeoffs across stakeholders.
• Design multi-scenario staffing plans that balance service levels, employee experience, and cost, leveraging AI/automation.
• Identify and drive strategic opportunities across CX Operations, gathering data, building business cases, and leading initiatives end-to-end.
• Extend WFM expertise to adjacent teams as a center of excellence for resource planning.

Skills

WFM leadership

Stakeholder influence

AI-powered planning

Forecasting

SQL proficiency

Tools

Assembled

Looker

Hex

Job description

Coinbase, Inc. is seeking a Senior Manager, Workforce Management to shape capacity planning and forecasting for its Customer Experience operations. This role will drive AI-informed staffing strategies, partner with Finance, Legal, and Compliance, and guide cost modeling across multiple CX lines of business.

You will own scenarios, build business cases, and lead initiatives from concept through execution, enabling scalable, compliant staffing as Coinbase grows.