Manager, WFM CX Operations

As a Senior Manager, Workforce Management on the Customer Experience team at Coinbase, you'll lead the evolution of WFM from a technical support function into a strategic, AI-informed capability that shapes how Coinbase plans, staffs, and scales its operations. You'll 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.

What you'll do

• 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 and 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 such as Risk and Controls, Programs, and People and Environment, operating as a center of excellence for resource planning methodology across the broader organization

What you bring

• 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 and 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, BI tools such as Looker or Hex, and sufficient SQL fluency to independently query and validate workforce data
• Ability to use generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality

What we offer

• Annual base salary of $185,915-$195,700 USD, varying by location
• Equity and bonus eligibility
• Benefits including medical, dental, vision, and 401(k)
• Remote-first work environment with quarterly in-person working sessions called "surges"

About Coinbase

Coinbase is a mission-driven company uncompromising on increasing economic freedom. The company is remote-first and brings teams together quarterly for intense in-person working sessions.