Manager, WFM CX Operations
Core
Lead the evolution of Workforce Management (WFM) from a technical support function into a strategic, AI-informed capability for planning, staffing, and scaling Coinbase's Consumer (CX) operations.
Role type
Senior Manager, Strategic Workforce Planning
Builds
AI-informed capacity plans, staffing models, and cost models for CX lines of business and new product launches
Domain
Fintech / Financial Services / Workforce Management
Deliverable
production ML models | dashboards & analysis
Required skills
AI-informed capacity planning, workforce forecasting, scenario modeling, cross-functional partnership building, business case development, WFM platform expertise, BI tool proficiency, SQL fluency, generative AI utilization
Preferred skills
Experience transitioning teams toward AI-informed workforce models, expertise in hybrid human-AI staffing models
Technologies
Assembled, Looker, Hex, SQL
Responsibilities
Own AI-informed capacity planning incorporating hybrid human-AI staffing models; Serve as senior WFM voice to executive leadership; Build cross-functional partnerships with Finance, Product, Legal, and Compliance; Design multi-scenario staffing plans; Identify and drive strategic opportunities across CX Operations; Extend WFM expertise to adjacent teams as a center of excellence
Seniority
Senior Manager, hands-on IC with strategic leadership