Senior WFM Lead - AI-Driven CX Operations

Coinbase, Inc.; Boise (ID); Hybrid; USD 166,000 - 196,000; Full time

Job summary

Coinbase is seeking a Senior Manager, Workforce Management to lead the evolution of WFM from a pure operations task into a strategic, AI-informed capability across Customer Experience. You will own capacity planning, forecasting, and cost modeling for Consumer CX while partnering with Finance, Legal, and Compliance to align on resourcing and productivity.

This role requires strong influence without authority, robust scenario modeling, and hands-on use of WFM tools and SQL to validate data.

Qualifications

• 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning in financial services or fintech.
• Ability to build partnerships across Finance, Legal, Compliance, Ops, and senior leadership.
• Expertise in capacity planning, forecasting, and scenario modeling in back-office environments with AI/automation.
• Experience operating in or transitioning to an AI-informed workforce model where AI agents contribute to output.
• Proficiency with WFM platforms, BI tools, and SQL to query and validate workforce data.
• Use of generative AI with appropriate human oversight to improve productivity.

Responsibilities

• Own AI-informed capacity planning across CX Operations with hybrid staffing models.
• Serve as the senior WFM voice with executives, distilling forecast risk and tradeoffs into clear narratives.
• Build cross-functional partnerships to align on cost models, OpEx forecasts, and resourcing tradeoffs.
• Design multi-scenario staffing plans balancing service levels, employee experience, and cost.
• Identify opportunities, build business cases, and lead initiatives from concept to execution.
• Extend WFM expertise to adjacent teams as a center of excellence for resource planning.

Skills

Workforce Management

Operations

Forecasting

Capacity Planning

AI/Automation

SQL

Looker

Hex

Tools

Assembled

Looker

Hex

Job description

Coinbase is seeking a Senior Manager, Workforce Management to lead the evolution of WFM from a pure operations task into a strategic, AI-informed capability across Customer Experience. You will own capacity planning, forecasting, and cost modeling for Consumer CX while partnering with Finance, Legal, and Compliance to align on resourcing and productivity.

This role requires strong influence without authority, robust scenario modeling, and hands-on use of WFM tools and SQL to validate data.