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Capacity Planning Lead

Coinbase· Compliance Workforce Management
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Remote$108.6k - $127.8kfull-timePosted 3w ago

About the role

Lead capacity planning for Coinbase's Compliance Workforce Management team, translating volume trends, staffing assumptions, and business inputs into actionable short- and medium-range capacity plans to meet regulatory demand efficiently and cost-effectively. Collaborates across Operations, Finance, Recruiting, and vendors, leveraging hybrid human–AI tooling and data-driven forecasting in a fast-paced, AI-informed environment.

Responsibilities

  • Own forecasts and short-range capacity plans across multiple compliance 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 our support channels and workforce structure
  • Create multi-scenario staffing plans that model trade-offs between 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
  • Collaborate with Compliance 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 the 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

Qualifications

  • 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
  • Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Skills

Required:ForecastingCapacity modelingData analysisCommunication

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 15, 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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