Capacity Planning Lead

As a Capacity Planning Lead at Coinbase's Compliance Workforce Management team, you translate volume trends, staffing assumptions, and business inputs into actionable short- and medium-range capacity plans. You operate at the intersection of forecasting, operations, and cross-functional collaboration to ensure compliance functions are staffed to meet evolving regulatory demand efficiently and cost-effectively. This role requires deep WFM domain expertise, strong analytical fundamentals, and the ability to work with ownership and precision in a fast-moving, AI-informed planning environment.

What you'll do

• Own forecasts and short-range capacity plans across multiple compliance queues and markets, translating volume, AHT, and shrinkage trends into staffing requirements and coverage plans
• Use hybrid human-AI tooling to build and maintain capacity models that reflect the growing complexity of support channels and workforce structure
• Create multi-scenario staffing plans that model trade-offs between 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, growth targets, 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 the accuracy and scalability of outputs
• 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

What you bring

• 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 such as Assembled or comparable tools
• 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
• Flexibility and adaptability to the evolving needs of a high-growth, fast-paced organization

Nice to have

• Experience with BI tools such as Looker
• SQL experience
• Familiarity with agentic or AI-assisted planning tools
• Experience in tech or fintech

What we offer

• Annual base salary of $108,630-$127,800 USD (varies by location)
• Total compensation may include equity and bonus eligibility
• Benefits including medical, dental, vision, and 401(k)
• Quarterly in-person working sessions called "surges"

About Coinbase

Coinbase is a remote-first company on a mission to increase economic freedom. The company operates a high-intensity environment designed to push people past their perceived limits.