Capacity Planning Lead

Details

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency — it’s a place to be pushed past your perceived limits. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for in-person working sessions called “surges.”

We are seeking a Capacity Planning Lead to join Coinbase's Consumer (CX) Workforce Management team. This role translates volume trends, staffing assumptions, and business inputs into actionable short- and medium-range capacity plans to help our consumer support operation meet customer demand efficiently and cost-effectively. The role sits at the intersection of forecasting, operations, and cross-functional stakeholder collaboration and uses hybrid human–AI tooling and data-driven approaches.

Responsibilities

• 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 support channels and workforce structure.
• Create multi-scenario staffing plans modeling 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.
• Automate and streamline planning processes to reduce manual effort and increase 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.

Requirements

• Minimum 4 years of relevant experience in Workforce Management, with demonstrated expertise in capacity planning and forecasting.
• Proven ability to build and maintain capacity models, with strong proficiency in Excel and/or Google Sheets; experience with WFM platforms (e.g., Assembled or comparable).
• Experience working across multiple support channels and planning for both FTE and vendor/BPO workforces.
• Ability to work with large datasets to identify trends, model scenarios, and translate quantitative outputs into clear operational recommendations.
• Strong analytical skills with a data-driven approach to workforce decision-making.
• Excellent written and verbal communication skills, with the ability to clearly convey capacity risks and staffing plans to operational and cross-functional stakeholders.
• Highly flexible and adaptable to the evolving needs of a high-growth, fast-paced organization.
• Nice to haves: experience with BI tools such as Looker; SQL experience; familiarity with agentic or AI-assisted planning tools; experience in tech or fintech.
• Emphasis on responsible use of generative AI with human oversight.

Compensation

• Annual base salary range (excluding equity and bonus): ₹2,755,300 — ₹2,755,300 INR.
• Total compensation may also include equity, bonus eligibility, and benefits (including medical, dental, and vision).

Additional information

• Position ID: P77113
• Location: Hybrid - Bangalore, India
• Application limit: Candidates may submit a maximum of 3 applications within a 6-month period.
• Coinbase is an Equal Opportunity Employer and provides accommodations for applicants with disabilities. Coinbase is piloting AI tools for initial screening interviews and interview intelligence; they state AI will not be used to make final employment decisions.