Senior Manager, AI-Driven Workforce Planning for CX

Coinbase, Inc.; Honolulu (HI); Hybrid; USD 166,000 - 196,000; Full time

Benefits offered by this job

Equity

Bonus eligibility

Medical benefits

Job summary

Coinbase, Inc. is seeking a Senior Manager, Workforce Management to elevate WFM from a tactical support function to a strategic, AI-informed capability.

You will own capacity planning, forecasting, and cost modeling across CX, partnering with Finance, Legal, and Compliance to align on resourcing and regulatory readiness. You will design multi-scenario staffing and drive initiatives across the organization, including adjacent teams, while maintaining human oversight of AI-driven productivity

Qualifications

• 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning roles with regulated or compliance-driven ops in financial services/fintech.
• Ability to build partnerships across Finance, Legal, Compliance, Ops, and senior leadership without direct authority.
• Expertise in capacity planning, forecasting, and scenario modeling in complex back-office environments.

Responsibilities

• Own AI-informed capacity planning across CX Operations, planning for hybrid human-AI staffing.
• Present forecast risks and capacity tradeoffs to executives with clear, decision-ready narratives.
• Partner with Finance, Product, Legal, and Compliance on cost models and resourcing tradeoffs.
• Design multi-scenario staffing plans balancing service levels, cost, and AI leverage.
• Identify strategic opportunities and drive initiatives from concept to execution.
• Extend WFM expertise to adjacent teams as a center of excellence for resource planning.

Skills

WFM leadership

Capacity planning

Forecasting

SQL fluency

AI-informed workforce

Tools

Assembled WFM

Looker/Hex BI

Job description

Coinbase, Inc. is seeking a Senior Manager, Workforce Management to elevate WFM from a tactical support function to a strategic, AI-informed capability.

You will own capacity planning, forecasting, and cost modeling across CX, partnering with Finance, Legal, and Compliance to align on resourcing and regulatory readiness. You will design multi-scenario staffing and drive initiatives across the organization, including adjacent teams, while maintaining human oversight of AI-driven productivity