Senior WFM Leader, AI-Driven CX Operations

Coinbase, Inc.; Washington (District of Columbia); Hybrid; USD 186,000 - 196,000; Full time

Job summary

Coinbase, Inc. seeks a Senior Manager for Workforce Management within the Customer Experience team to evolve WFM into a strategic, AI-informed capability that guides how we plan, staff, and scale operations.

You will own capacity planning, forecasting, and cost modeling for Consumer CX lines, partnering with Ops, Finance, Legal, and Compliance to drive regulatory readiness and productivity improvements.

Qualifications

• 5+ years in senior Workforce Management or strategic workforce planning roles.
• Experience with regulated or compliance-driven operations in financial services or fintech.
• Ability to influence across Finance, Legal, Compliance, Ops and senior leadership.
• Experience with AI-informed workforce models and automation.
• Proficiency with WFM platforms and BI tools, plus SQL fluency.

Responsibilities

• Own AI-informed capacity planning and staffing models for CX Operations.
• Translate forecast risk and capacity tradeoffs into clear narratives for leadership.
• Build cross-functional partnerships to align on resourcing and cost models.
• Design multi-scenario staffing plans balancing service levels and AI leverage.
• Identify strategic opportunities and drive initiatives from concept to execution.
• Extend WFM expertise across adjacent teams as a center of excellence.

Skills

WFM expertise

Capacity planning

Forecasting

Scenario modeling

AI in workforce

Cross-functional collaboration

SQL

BI tools Looker/Hex

Tools

Assembled

Looker

Hex

Job description

Coinbase, Inc. seeks a Senior Manager for Workforce Management within the Customer Experience team to evolve WFM into a strategic, AI-informed capability that guides how we plan, staff, and scale operations.

You will own capacity planning, forecasting, and cost modeling for Consumer CX lines, partnering with Ops, Finance, Legal, and Compliance to drive regulatory readiness and productivity improvements.