Capacity Planning Lead

Details

Coinbase is seeking a Capacity Planning Lead to join its Consumer Customer Experience Workforce Management team. This role translates volume trends, staffing assumptions, and business inputs into actionable short- and medium-range capacity plans so the consumer support operation can meet customer demand efficiently and cost-effectively. The role combines workforce management expertise, forecasting, analytics, automation, and cross-functional collaboration in a fast-moving, AI-informed planning environment.

Coinbase is a remote-first, but not remote-only, company. Employees are expected to meet quarterly for in-person working sessions called “surges.”

Responsibilities

• Own forecasts and short-range capacity plans across multiple consumer support queues and markets, translating volume, average handle time, and shrinkage trends into staffing requirements and coverage plans.
• Use hybrid human–AI tooling to build and maintain capacity models reflecting the complexity of support channels and workforce structures.
• Create multi-scenario staffing plans that model trade-offs between customer experience and service levels, employee experience, operational flexibility, and cost effectiveness.
• Partner with vendor management and BPO partners to ensure staffing targets and contractual service-level agreements 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 the 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.
• Communicate capacity risks, dependencies, and staffing recommendations to operational stakeholders and Workforce Management leadership.
• Use generative AI responsibly, maintaining human oversight while delivering business-ready outputs and improving workflow efficiency, cost, and quality.

Requirements

• At least 4 years of relevant Workforce Management experience, including demonstrated expertise in capacity planning and forecasting.
• Proven ability to build and maintain capacity models.
• Strong proficiency in Microsoft Excel and/or Google Sheets.
• Experience with Workforce Management 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, identify trends, model scenarios, and translate quantitative outputs into clear operational recommendations.
• Strong analytical skills and a data-driven approach to workforce decision-making.
• Excellent written and verbal communication skills, including the ability to explain capacity risks and staffing plans to operational and cross-functional stakeholders.
• Flexibility and adaptability in a high-growth, fast-paced organization.
• Nice to have: experience with business intelligence tools such as Looker, SQL experience, familiarity with agentic or AI-assisted planning tools, and experience in technology or fintech.

Position ID: P77113

Compensation

The annual base salary is ₹2,755,300 INR, excluding equity and bonus. Total compensation may also include equity, bonus eligibility, and medical, dental, and vision benefits.

Coinbase is an Equal Opportunity Employer. Reasonable accommodations are available for applicants with disabilities. Candidates may submit a maximum of three applications within a six-month period.