Senior WFM CX Ops Leader — AI-Driven Capacity

Coinbase, Inc.; Oklahoma City (OK); Hybrid; USD 186,000 - 196,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Job summary

Coinbase, Inc. is seeking a Senior Manager, Workforce Management within the Customer Experience team.

You will lead the evolution of WFM from a tactical function into a strategic, AI-informed capability that shapes how Coinbase plans, staffs, and scales its operations. You will own capacity planning, workforce forecasting, and cost modeling across Consumer CX lines, translating complex workforce dynamics into decision-ready narratives for senior leadership.

Qualifications

• 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning with regulated or compliance-driven exposure in financial services or fintech.
• Ability to build partnerships across Finance, Legal, Compliance, Ops, and senior leadership without direct authority.
• Experience designing AI-informed staffing models and automation-driven productivity assumptions.

Responsibilities

• Own AI-informed capacity planning across CX, with hybrid human-AI staffing models and scenario planning.
• Serve as the senior WFM voice with executives, translating forecast risk into actionable narratives.
• Build cross-functional partnerships to align on resourcing, OpEx, and regulatory readiness.
• Design multi-scenario staffing plans balancing service levels, cost, and AI leverage.
• Identify strategic opportunities in CX Operations and drive initiatives end-to-end.
• Extend WFM expertise to adjacent teams as a center of excellence.

Skills

Workforce management

Operations

Strategic workforce planning

Regulatory/compliance

AI-informed workforce

Capacity planning

Forecasting

Scenario modeling

SQL

Tools

Assembled

Looker

Hex

SQL fluency

Job description

Coinbase, Inc. is seeking a Senior Manager, Workforce Management within the Customer Experience team.

You will lead the evolution of WFM from a tactical function into a strategic, AI-informed capability that shapes how Coinbase plans, staffs, and scales its operations. You will own capacity planning, workforce forecasting, and cost modeling across Consumer CX lines, translating complex workforce dynamics into decision-ready narratives for senior leadership.