Senior WFM Leader: AI-Driven Capacity & Strategy

Coinbase, Inc.; Carson City (NV); Hybrid; USD 166,000 - 196,000; Full time

Job summary

Coinbase, Inc. is seeking a Senior Manager, Workforce Management within the Customer Experience team to evolve WFM from a tactical function into a strategic, AI-informed capability that shapes capacity planning, staffing, and cost modeling across CX.

You’ll own capacity planning and forecasting, build cross-functional partnerships with Finance, Legal, and Compliance, translate complex data into clear narratives for senior leadership, and design multi-scenario staffing plans that balance service

Qualifications

• 5+ years in senior Workforce Management or related roles in financial services or fintech.
• Ability to influence across Finance, Legal, Compliance and Ops.
• Expertise in capacity planning, forecasting, and scenario modeling.
• Experience with AI-informed workforce models.

Responsibilities

• Own AI-informed capacity planning across CX Operations.
• Present forecast risk and capacity tradeoffs to executives.
• Partner with Finance, Product, Legal, and Compliance on resourcing and cost models.
• Design multi-scenario staffing plans balancing service levels and AI leverage.
• Drive initiatives from concept to execution across CX Operations.
• Extend WFM expertise to Risk, Programs, and other teams.

Skills

Capacity planning

Forecasting

AI in WFM

Stakeholder influence

SQL fluency

BI tools

WFM platforms

Regulated ops

Tools

Looker

Hex

SQL

Job description

Coinbase, Inc. is seeking a Senior Manager, Workforce Management within the Customer Experience team to evolve WFM from a tactical function into a strategic, AI-informed capability that shapes capacity planning, staffing, and cost modeling across CX.

You’ll own capacity planning and forecasting, build cross-functional partnerships with Finance, Legal, and Compliance, translate complex data into clear narratives for senior leadership, and design multi-scenario staffing plans that balance service