Manager, WFM CX Operations

Coinbase

13d•$166,345 - $195,700•Remote

About The Position

Coinbase is hiring a workforce management leader for its Customer Experience team. The role will evolve Workforce Management from a technical support function into a strategic, AI-informed capability that shapes operational planning, staffing, and scaling. It owns capacity planning, workforce forecasting, and cost modeling across Consumer Customer Experience lines of business, translating workforce dynamics into decision-ready narratives for senior leadership. The position partners across Operations, Finance, Legal, and Compliance to align on resourcing, regulatory readiness, and automation-driven productivity. Coinbase is a remote-first, but not remote-only company. Employees are expected to meet quarterly for in-person working sessions called “surges.” Total compensation may include equity and bonus eligibility in addition to the stated base salary range.

Requirements

At least 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, Operations, and senior leadership without positional authority.
Expertise in capacity planning, forecasting, and scenario modeling in complex back-office environments, including staffing models that incorporate AI- or 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 such as Assembled or comparable tools, BI tools such as Looker or Hex, and sufficient SQL fluency to independently query and validate workforce data.
Uses generative AI responsibly, maintains human oversight, and delivers business-ready outputs that drive measurable improvements in workflow efficiency, cost, and quality.

Responsibilities

Own AI-informed capacity planning across CX Operations, including hybrid human-AI staffing models, scenario planning, and automation-driven productivity assumptions for existing lines of business and new product launches.
Represent Workforce Management with executive and CX leadership, communicating forecast risks, capacity tradeoffs, and regulatory readiness through clear, decision-ready narratives.
Build partnerships with Finance, Product, Legal, and Compliance to align workforce priorities, cost models, OpEx forecasts, and resourcing tradeoffs.
Design multi-scenario staffing plans that model tradeoffs among service levels, employee experience, operational flexibility, cost effectiveness, and AI/automation leverage.
Identify strategic opportunities across CX Operations, build business cases, secure cross-functional buy-in, and lead initiatives from concept through execution.
Extend workforce-planning expertise to adjacent teams, including Risk and Controls, Programs, and P&E, and serve as a center of excellence for resource-planning methodology.