Capacity Planning Lead

Own forecasting and short- to medium-range capacity plans for Coinbase’s Consumer (CX) Workforce Management team, translating volume, AHT, and shrinkage into staffing and coverage across queues and markets. Build and maintain hybrid human–AI capacity models, create multi-scenario staffing trade-offs across service levels, experience, flexibility, and cost, and partner with vendor/BPO stakeholders to meet SLAs while continuously improving methodologies and automating planning workflows.