Manager, WFM Operations

Coinbase
United States
Workplace: RemoteFull timeUSD 185,915 - 195,700 annuallyFunction: Business OperationsSkills: ["Partnership building","Decision alignment","Executive communication","Scenario modeling","Responsible AI oversight"]

Lead the evolution of Workforce Management (WFM) for Coinbase’s Customer Experience organization, turning workforce forecasting into an AI-informed, strategic capability. Own capacity planning, workforce forecasting, and cost modeling across CX lines of business, translating complex workforce dynamics into executive-ready narratives. Partner across Ops, Finance, Legal, and Compliance to align on resourcing, regulatory readiness, and automation-driven productivity improvements, from concept through execution.

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FursaFursa
Coinbase
Coinbase
1 day ago

Manager, WFM Operations

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Lead the evolution of Workforce Management (WFM) for Coinbase’s Customer Experience organization, turning workforce forecasting into an AI-informed, strategic capability. Own capacity planning, workforce forecasting, and cost modeling across CX lines of business, translating complex workforce dynamics into executive-ready narratives. Partner across Ops, Finance, Legal, and Compliance to align on resourcing, regulatory readiness, and automation-driven productivity improvements, from concept through execution.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Business Operations
Seniority: Manager level

Key Responsibilities

  • •Own AI-informed capacity planning across CX Operations, including hybrid human-AI staffing models, scenario planning, and automation-driven productivity assumptions.
  • •Serve as the senior WFM voice to executive and CX leadership by distilling forecast risk, capacity tradeoffs, and regulatory readiness into decision-ready narratives.
  • •Build cross-functional partnerships with Finance, Product, Legal, and Compliance to align on workforce priorities, cost models, OpEx forecasts, and resourcing tradeoffs.
  • •Design multi-scenario staffing plans balancing service levels, employee experience, operational flexibility, cost effectiveness, and AI/automation leverage.
  • •Identify and lead strategic CX Operations opportunities by gathering data, building business cases, securing buy-in, and executing initiatives from concept through rollout.

Pay and Benefits

Salary: USD 185,915 - 195,700 annually
Equity and Bonus:Equity
Perks:MedicalDentalVision401k

Key Requirements

  • •5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning roles with accountability for regulated or compliance-driven operations in financial services or fintech.
  • •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 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), BI tools (e.g., Looker, Hex), and strong SQL fluency to query and validate workforce data.
Experience:FintechFinancial services
Skills:Partnership buildingDecision alignmentExecutive communicationScenario modelingResponsible AI oversight
Tech Stack:SQLAssembledLookerHexGenerative AIAI agentsAI-informed workforce model

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