Senior WFM Leader — AI-Driven CX Operations

Coinbase, Inc.; Little Rock (AR); On-site; USD 186,000 - 196,000; Full time

Job summary

Coinbase is seeking a Senior Manager, Workforce Management to lead capacity planning, forecasting, and cost modeling for Customer Experience. The role partners with Finance, Legal, and Compliance to ensure regulatory readiness and productivity through automation.

You will design multi-scenario staffing, communicate risks to executives, and extend WFM expertise across the organization to shape how Coinbase plans and scales its operations.

Qualifications

• 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning roles with regulated or compliance-driven operations in financial services or fintech.
• Demonstrated ability to build partnerships, drive alignment, and influence decisions across Finance, Legal, Compliance, Ops, and senior leadership without positional authority.
• Expertise in capacity planning, forecasting, and scenario modeling in complex back-office environments, including AI/automation-driven productivity assumptions.
• Experience operating in or transitioning a team toward an AI-informed workforce model where AI agents contribute to operational output.
• Proficiency with modern WFM platforms (e.g., Assembled), BI tools (e.g., Looker, Hex), and sufficient SQL fluency to independently query and validate workforce data.
• Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive improvements in workflow efficiency, cost, and quality

Responsibilities

• Own AI-informed capacity planning across CX Operations, incorporating hybrid human-AI staffing models and scenario planning.
• Present forecast risk and staffing tradeoffs to executive leadership with clear narratives.
• Build cross-functional partnerships to align on workforce priorities, cost models, and resourcing tradeoffs.
• Design multi-scenario staffing plans balancing service levels, employee experience, and AI leverage.
• Identify strategic opportunities across CX Operations and drive initiatives from concept to execution.
• Extend WFM expertise across Risk, Controls, Programs, and P&E as a center of excellence

Skills

WFM/Workforce Planning

Partnership & Influence

Capacity Planning

Forecasting & Scenario Modeling

AI-informed Workforce

SQL

BI Tools Looker/Hex

Tools

Assembled

Looker

Hex

Job description

Coinbase is seeking a Senior Manager, Workforce Management to lead capacity planning, forecasting, and cost modeling for Customer Experience. The role partners with Finance, Legal, and Compliance to ensure regulatory readiness and productivity through automation.

You will design multi-scenario staffing, communicate risks to executives, and extend WFM expertise across the organization to shape how Coinbase plans and scales its operations.