[Remote] Manager, WFM CX Operations

Note: The job is a remote job and is open to candidates in USA. Coinbase is seeking a Senior Manager, Workforce Management to evolve workforce management into a strategic, AI-informed capability for Customer Experience Operations. The role leads capacity planning, forecasting, and cost modeling while aligning workforce priorities and resourcing decisions across operational and corporate partners.

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

Skills

• 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 qualit

Benefits

• Medical, dental, and vision benefits
• 401(k)
• Remote-first work arrangement, with quarterly in-person working sessions (“surges”).

Company Overview

Company H1B Sponsorship