Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.
As a Senior Manager, Workforce Management on the Customer Experience team, you'll lead the evolution of WFM from a technical support function into a strategic, AI-informed capability that shapes how Coinbase plans, staffs, and scales its operations. You'll own capacity planning, workforce forecasting, and cost modeling across Consumer (CX) lines of business, translating complex workforce dynamics into decision-ready narratives for senior leadership. This role builds trusted partnerships across Ops, Finance, Legal, and Compliance to drive alignment on resourcing, regulatory readiness, and automation-driven productivity.
What you'll do:
- Own AI-informed capacity planning across CX Operations, incorporating hybrid human-AI staffing models, scenario planning, and automation-driven productivity assumptions into workforce strategy for existing lines of business and new product launches.
- Serve as the senior WFM voice with executive and CX leadership, distilling forecast risk, capacity tradeoffs, and regulatory readiness into clear, decision-ready narratives that drive action without hand-holding.
- Build cross-functional partnerships with Finance, Product, Legal, and Compliance to align on workforce priorities, cost models, OpEx forecasts, and resourcing tradeoffs across competing stakeholder demands.
- Design multi-scenario staffing plans that model tradeoffs between service levels, employee experience, operational flexibility, cost effectiveness, and AI/automation leverage.
- Identify and drive strategic opportunities across CX Operations by gathering data, building business cases, securing cross-functional buy-in, and leading initiatives from concept through execution.
- Extend WFM strategic expertise to adjacent teams (Risk and Controls, Programs, P&E), operating as a center of excellence for resource planning methodology across the broader organization.
Required Skills and Experience:
- 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.
- Demonstrated 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 designing 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 or comparable), BI tools (e.g., Looker, Hex), and sufficient SQL fluency to independently query and validate workforce data.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and qualit
PID: P77111
Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.
Skills Required
- 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning roles
- Direct accountability for regulated or compliance-driven operations in financial services or fintech
- Ability to build partnerships, drive alignment, and influence Finance, Legal, Compliance, Operations, and senior leadership without positional authority
- Expertise in capacity planning, forecasting, and scenario modeling in complex back-office environments
- Experience designing staffing models incorporating AI or automation-driven productivity assumptions
- Experience operating in or transitioning a team toward an AI-informed workforce model with AI agents contributing to operational output
- Proficiency with modern workforce management platforms such as Assembled or comparable tools
- Experience with BI tools such as Looker or Hex
- Sufficient SQL fluency to independently query and validate workforce data
- Ability to use generative AI responsibly with human oversight
What the Team is Saying
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Coinbase Compensation & Benefits Highlights
How does Coinbase ensure its pay and bonus plans are competitive?
Coinbase uses a market-driven, pay-for-performance approach to keep pay and bonus plans competitive. Coinbase regularly benchmarks roles against leading technology and fintech companies using external market data and reviews its compensation programs on a recurring basis to ensure salary, bonus, and equity remain aligned with the broader market and business goals. Annual bonus and equity programs are tied to both company results and individual impact, so when Coinbase and its people perform, total rewards reflect that performance.
Coinbase Insights
What We Do
Crypto creates economic freedom by ensuring that people can participate fairly in the economy, and Coinbase (NASDAQ: COIN) is on a mission to increase economic freedom for more than 1 billion people. We’re updating the century-old financial system by providing a trusted platform that makes it easy for people and institutions to engage with crypto assets, including trading, staking, safekeeping, spending, and fast, free global transfers. We also provide critical infrastructure for onchain activity and support builders who share our vision that onchain is the new online. And together with the crypto community, we advocate for responsible rules to make the benefits of crypto available around the world.
Why Work With Us
We have the opportunity to accelerate the pace of innovation in the world by building an open financial system. Our vision is to create more economic freedom in the world, to help people control their own wealth, start companies, have financial privacy, and participate in the global economy. And to get us there, we focus, build and move as a team.
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Employees work remotely.
Coinbase is remote-first, which enables us to innovate, build and move quickly. Our teams are able to work effectively from around the globe with time for in-person offsites and team meetups to enhance collaboration and connection.
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