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Salary: USD 185,915 - 195,700 / annual
Coinbase is seeking a Manager of Workforce Management Operations to lead the evolution of WFM from a technical support function into a strategic, AI-informed capability that shapes how the company plans, staffs, and scales its customer experience operations. You will own capacity planning, workforce forecasting, and cost modeling across Consumer (CX) lines of business, translating complex workforce dynamics into decision-ready narratives for senior leadership.
Key responsibilities include:
- Own AI-informed capacity planning across CX Operations, incorporating hybrid human-AI staffing models, scenario planning, and automation-driven productivity assumptions into workforce strategy for existing lines of business and new product launches.
- Serve as the senior WFM voice with executive and CX leadership, distilling forecast risk, capacity tradeoffs, and regulatory readiness into clear, decision-ready narratives that drive action.
- Build cross-functional partnerships with Finance, Product, Legal, and Compliance to align on workforce priorities, cost models, OpEx forecasts, and resourcing tradeoffs across competing stakeholder demands.
- Design multi-scenario staffing plans that model tradeoffs between service levels, employee experience, operational flexibility, cost effectiveness, and AI/automation leverage.
- Identify and drive strategic opportunities across CX Operations by gathering data, building business cases, securing cross-functional buy-in, and leading initiatives from concept through execution.
- Extend WFM strategic expertise to adjacent teams (Risk and Controls, Programs, P&E), operating as a center of excellence for resource planning methodology across the broader organization.
Required qualifications:
- 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning roles with direct accountability for 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 designing staffing models that incorporate 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 or comparable), BI tools (e.g., Looker, Hex), and sufficient SQL fluency to independently query and validate workforce data.
- Ability to 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 company with quarterly in-person working sessions called "surges." The role offers competitive compensation, equity, bonus eligibility, and comprehensive benefits.
