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Salary: USD 108,630 - 127,800 / annual
Coinbase is seeking an L4 Capacity Planning Lead to join the Compliance Workforce Management team. This role is central to translating volume trends, staffing assumptions, and business inputs into actionable short- and medium-range capacity plans that help the compliance operation meet regulatory demand efficiently and cost-effectively.
You will own forecasts and short-range capacity plans across multiple compliance queues and markets, translating volume, average handle time (AHT), and shrinkage trends into staffing requirements and coverage plans. You'll use hybrid human–AI tooling to build and maintain capacity models that reflect the growing complexity of support channels and workforce structure. Your responsibilities include creating multi-scenario staffing plans that model trade-offs between Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness.
Key responsibilities:
- Own forecasts and capacity plans across multiple compliance queues and markets
- Build and maintain capacity models using hybrid human–AI tooling
- Create multi-scenario staffing plans balancing Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness
- Partner with vendor management and BPO partners to ensure staffing targets and contractual SLAs are met
- Collaborate with Compliance Operations, Finance, and Recruiting to align capacity plans with headcount budgets and business priorities
- Analyze drivers of forecast misses and continuously improve forecasting methodology using statistical and data-driven approaches
- Automate and streamline planning processes to reduce manual effort and increase accuracy and scalability
- Clearly communicate capacity risks, dependencies, and staffing recommendations to operational stakeholders and WFM leadership
- Utilize generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called "surges."
REQUIREMENTS:
- Minimum 4 years of relevant experience in Workforce Management, with demonstrated expertise in capacity planning and forecasting
- Proven ability to build and maintain capacity models, with strong proficiency in Excel and/or Google Sheets; experience with WFM platforms (e.g., Assembled or comparable)
- Experience working across multiple support channels and planning for both FTE and vendor/BPO workforces
- Ability to work with large datasets to identify trends, model scenarios, and translate quantitative outputs into clear operational recommendations
- Strong analytical skills with a data-driven approach to workforce decision-making
- Excellent written and verbal communication skills, with the ability to clearly convey capacity risks and staffing plans to operational and cross-functional stakeholders
- Highly flexible and adaptable to the evolving needs of a high-growth, fast-paced organization
- Nice to haves: Experience with BI tools such as Looker; SQL experience; familiarity with agentic or AI-assisted planning tools; experience in tech or fintech
