Capacity Planning Lead

Coinbase
Bengaluru, Mumbai
Workplace: HybridFull timeINR 2,755,300 - 2,755,300 annuallyFunction: Administration & Executive AssistanceExperience: 4+ yearsSkills: ["Ownership","Analytical thinking","Communication","Adaptability"]

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.

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FursaFursa
Coinbase
Coinbase
2 months ago

Capacity Planning Lead

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Last checked: 13 hours agoStatus: Live

Job Summary

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.
Location: Bengaluru, Mumbai
Workplace: Hybrid
Employment Type: Full time
Job Function: Administration & Executive Assistance

Key Responsibilities

  • •Own forecasts and short-range capacity plans across multiple CX support queues and markets, translating volume, AHT, and shrinkage into staffing and coverage requirements.
  • •Build and maintain capacity models using hybrid human–AI tooling to reflect support channel and workforce complexity.
  • •Create multi-scenario staffing plans balancing customer experience/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 at the interval level.
  • •Analyze forecast misses and continuously improve forecasting methodology, automating and streamlining planning processes and communicating risks and recommendations to stakeholders.

Pay and Benefits

Salary: INR 2,755,300 annually
Equity and Bonus:Equity
Perks:Health InsuranceDentalVision

Key Requirements

  • •4+ years of Workforce Management experience with demonstrated capacity planning and forecasting expertise.
  • •Ability to build and maintain capacity models using Excel and/or Google Sheets, with experience in WFM platforms (e.g., Assembled or comparable).
  • •Experience planning across multiple support channels and for both FTE and vendor/BPO workforces.
  • •Experience working with large datasets to identify trends, model scenarios, and translate quantitative outputs into operational recommendations.
  • •Excellent written and verbal communication skills to convey capacity risks and staffing plans to cross-functional stakeholders.
Experience:4+ yearsWorkforce managementCustomer supportAI-assisted planning
Skills:OwnershipAnalytical thinkingCommunicationAdaptability
Languages:English
Tech Stack:ExcelGoogle SheetsAssembledLookerSQLGenerative AI

Company Brief

Coinbase
Operates a cryptocurrency exchange and financial services platform that enables buying, selling, storing, and earning crypto assets, institutional trading, custody, and developer tools for blockchain applications.
Industry: Trading Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2012
WebsiteLinkedIn