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 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 our 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
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
