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 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 without hand-holding.
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/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 (Risk and Controls,: Programs, P&E), operating as a center of excellence for resource planning methodology across the broader organization.
What they're looking for
- + 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/automation-driven productivity assumptions.
- Experience operating in or transitioning a team toward an AI-informed: workforce model where AI agents contribute to operational output.
