CX WFM Capacity Planning Senior Lead

Details

At Coinbase, our mission is to increase economic freedom in the world. We are seeking a highly skilled and experienced Workforce Management (WFM) leader to manage forecasting and capacity planning processes within the Compliance operations domain. The role supports complex compliance workstreams (including KYC, AML, transaction monitoring) and ensures adherence to regulatory standards and operational excellence.

This role requires night-shift work. While Coinbase is remote-first, in-person participation is required throughout the year for team and company offsites.

Responsibilities

• Build robust capacity plans and staffing models for existing lines of business and new product launches.
• Forecast, schedule and optimize Full-Time Employee and Contact Center staffing across multiple compliance work streams.
• Identify and analyze areas of opportunity in Compliance Operations: gather data, document and communicate recommendations, obtain buy-in from cross-functional teams and drive initiatives through process improvements.
• Create multiple what-if staffing scenarios by identifying trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility and Cost Effectiveness.
• Collaborate with cross-functional teams to develop WFM strategies and identify areas for improvement, automation and cost savings.
• Work closely with vendor partners to meet interval KPIs and contractual SLAs defined by the business.
• Utilize statistical methodology to analyze performance trends and improve metrics including average handle time, utilization and shrinkage.
• Periodically present findings and recommendations to senior and executive management.

Requirements

• Minimum of 8 years of relevant experience in senior Workforce Management, Operations, or Strategic Workforce Planning roles.
• Expertise in forecasting and capacity planning in complex back-office environments.
• Strong expertise using spreadsheet tools (Google Sheets or Excel) with ability to create complex staffing models.
• Ability to work with large amounts of data to identify trends and patterns; strong analytical skills and passion for metrics and data to influence decision making.
• Excellent written and verbal communication skills; comfortable presenting to senior leadership.
• Ability to proactively collaborate with other departments to identify opportunities for improved resource utilization and performance.
• Highly flexible and adaptable to the evolving needs of a high-growth, fast-paced organization.

Nice to have

• Experience in compliance operations in the financial industry (KYC, AML, transaction monitoring).
• Consulting background.
• Experience in Tech/Fintech industry.
• Certified Six Sigma (Yellow/Green/Black Belt).
• Experience using BI tools such as Looker, Salesforce or workforce management tools.

Benefits

• Target annual salary (see Pay Range below) plus bonus eligibility, equity eligibility and benefits (medical, dental, vision).
• Medical insurance including dental & vision for employees and dependents.
• Group Personal Accidental Insurance; Group Term Life Insurance.
• Employee Stock Purchase Plan (ESPP).
• Wellness stipend, mobile/internet reimbursement, connections stipend.
• Learning and development allowance; employee assistance program.
• Travel medical policy for global travelers; fertility benefits; generous time off/leave policy.

Pay Range

• ₹4,192,100 — ₹4,192,100 INR (target annual salary).