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Manager, WFM CX Operations

Coinbase
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Remote$166.3k - $195.7kfull-timePosted 1mo ago

About the role

Senior Manager, Workforce Management on the Customer Experience team at Coinbase. Leads AI-informed capacity planning, forecasting, and cost modeling across Consumer (CX) lines of business; partners with Finance, Legal, Compliance, and Ops to drive resourcing and regulatory readiness; develops multi-scenario staffing plans and expands WFM excellence across the organization.

Responsibilities

  • 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.

Qualifications

  • 5+ 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.
  • Proficiency with modern WFM platforms (e.g., Assembled or comparable), BI tools (e.g., Looker, Hex), and sufficient SQL fluency to independently query and validate workforce data.
  • Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and value.

Skills

Required:AI-informed capacity planningForecasting and scenario modelingStakeholder managementSQL fluencyWFM platformsBI tools

Benefits

  • Medical Plan, Dental and Vision Plan with generous employee contributions
  • Health Savings Account with company contributions each pay period
  • Disability and Life Insurance
  • 401(k) plan with company match
  • Wellness Stipend
  • Mobile/Internet Reimbursement
  • Volunteer Time Off
  • Fertility Counseling and Benefits
  • Generous Time off/Leave Policy
  • The option of getting paid in digital currency
Last updated Oct 22, 2026. Interested? Apply on the company site.
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About Coinbase

Buy, sell, and manage cryptocurrencies.

Founded in June of 2012, Coinbase is a digital currency wallet and platform where merchants and consumers can transact with new digital currencies like bitcoin, ethereum, and litecoin. Our vision is to bring more innovation, efficiency, and equality of opportunity to the world by building an open financial system. Our first step on that journey is making digital currency accessible and approachable for everyone. Two principles guide our efforts. First, be the most trusted company in our domain. Second, create user-focused products that are easier and more intuitive to use.

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