Coinbase
Manager, WFM CX Operations
$166K–$196K
Remote - USA +1 · Remote · Manager · Full-time · Posted Sep 8, 2026
- Location
- Remote - USA
US - Remote Zone 1 (Job Requisitions Only) - Experience
- 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning roles.
About the job
Leads strategic workforce planning for Coinbase Customer Experience operations, including forecasting, capacity planning, cost modeling, and AI-informed staffing strategy.
What you'll do
- Own capacity planning, forecasting, scenario modeling, and staffing strategies across CX Operations.
- Advise senior leaders on forecast risks, capacity tradeoffs, cost models, and regulatory readiness.
- Build cross-functional alignment and lead workforce initiatives, including AI- and automation-driven productivity planning.
What they ask for
- 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.
- Expertise in capacity planning, forecasting, and scenario modeling, including staffing models that account for AI/automation productivity.
- 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 and BI tools, plus sufficient SQL fluency to independently query and validate workforce data.
Pay
$166,345 — $195,700 USD (base salary)
Tools
Assembled, Looker, Hex, SQL
AI focus
Develop AI-informed workforce plans that incorporate hybrid human-AI staffing, AI-agent output, and automation-driven productivity; use generative AI responsibly with human oversight.
Model-written summary · the original posting is authoritative