About the position
At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system. We are seeking a highly skilled and experienced WFM Manager to manage our forecasting and capacity planning processes within the Compliance operations domain. The ideal candidate is a highly motivated and adaptable individual who has strong WFM and Business planning experience, as well as demonstrated experience in compliance operations in the financial industry (KYC, AML or transaction monitoring). The role is critical to sustain the ever growing complexity of the Compliance operations and to ensure adherence to regulatory standards and operational excellence within our organization.
Responsibilities
- Build robust capacity plans and staffing models for existing lines of business and new product launches.
- Forecast, schedule and optimize Full-Time Employee and Contact Center Staffing across multiple compliance work streams.
- Play a critical role in identifying and analyzing areas of opportunity in Compliance Operations: gather data, document and communicate recommendations, obtain buy-in from cross-functional teams and drive initiatives through process improvements.
- Create multiple What-if staffing scenarios for Compliance Operations by identifying potential trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility and Cost Effectiveness.
- Collaborate with the various cross-functional teams to develop WFM strategies and identify areas for improvement, automation and cost savings.
- Work closely with multiple vendor partners to meet interval Key Performance Indicators (KPI) and contractual Service Level Agreements (SLA) as defined by the business.
- Utilize statistical methodology to analyze performance trends and improve metrics including but not limited to average handle time, utilization and shrinkage.
- Periodically present to senior and executive management.
Requirements
- Minimum of 5 years of relevant experience in senior Workforce Management, Operations, or Strategic Workforce Planning roles.
- Expertise in forecasting and capacity planning in complex back-office environments.
- Strong expertise using spreadsheet tools such as Google Sheet or Excel, ability to create complex staffing models.
- Able to proactively collaborate with other departments to identify opportunities for improvement of resource utilization, and provide input on performance.
- Excellent written and verbal communication skills required.
- Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
- Able to work with large amounts of data to identify trends and patterns.
- Strong analytical skill, with a passion for metrics and data; ability to apply in order to influence and drive decision making.
- Passionate about delivering a phenomenal Compliance Operations experience.
Nice-to-haves
- Experience in compliance operations in the financial industry (KYC, AML or transaction monitoring).
- Consulting background.
- Experience in Tech/Fintech industry.
- Certified six sigma yellow, green or black belt.
- Experience using BI tool such as Looker and Salesforce or workforce management tools.
Benefits
- Target annual salary range: $166,345—$195,700 USD.
- Target bonus + target equity + benefits (including medical, dental, vision and 401(k)).
