The opportunity
Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom.
What you'll do
Own forecasts and short-range capacity plans across multiple consumer support: 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 our support channels and workforce structure
Create multi-scenario staffing plans that model trade-offs between Customer: Experience/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 at the interval level
Collaborate with CX 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
What they're looking for
- 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
- Minimum 4 years of relevant experience in Workforce Management, with: demonstrated expertise in capacity planning and forecasting
