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We are seeking Capacity Planning Lead to join Coinbase's Consumer (CX) Workforce Management team. This role is central to translating volume trends, staffing assumptions, and business inputs into actionable short- and medium-range capacity plans that help our consumer support operation meet customer demand efficiently and cost-effectively. The ideal candidate brings deep WFM domain expertise, strong analytical fundamentals, and the ability to operate with ownership and precision in a fast-moving, AI-informed planning environment. You'll work at the intersection of forecasting, operations, and cross-functional stakeholder collaboration to ensure CX is always staffed to deliver a high-quality customer experience.
What you’ll do:
Own forecasts and short-range capacity plans across multiple consumer support queues and markets, translating volume, AHT, and shrinkage trends into staffing requirements and coverage plans
Use hybrid human–AI tooling to build and maintain capacity models that reflect the growing complexity of our support channels and workforce structure
Create multi-scenario staffing plans that model trade-offs between 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
Collaborate with CX Operations, Finance, and Recruiting to align capacity plans with headcount budgets, growth targets, and business priorities
Analyze drivers of forecast misses and continuously improve forecasting methodology using statistical and data-driven approaches
Automate and streamline planning processes to reduce manual effort and increase the accuracy and scalability of outputs
Clearly communicate capacity risks, dependencies, and staffing recommendations to operational stakeholders and WFM leadership
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Utilize generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality
Required skills and experience:
Minimum 4 years of relevant experience in Workforce Management, with demonstrated expertise in capacity planning and forecasting
Proven ability to build and maintain capacity models, with strong proficiency in Excel and/or Google Sheets; experience with WFM platforms (e.g., Assembled or comparable)
Experience working across multiple support channels and planning for both FTE and vendor/BPO workforces
Ability to work with large datasets to identify trends, model scenarios, and translate quantitative outputs into clear operational recommendations
Strong analytical skills with a data-driven approach to workforce decision-making
Excellent written and verbal communication skills, with the ability to clearly convey capacity risks and staffing plans to operational and cross-functional stakeholders
Highly flexible and adaptable to the evolving needs of a high-growth, fast-paced organization
Nice to haves: Experience with BI tools such as Looker; SQL experience; familiarity with agentic or AI-assisted planning tools; experience in tech or fintech
Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.
Position ID: P77113
Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).
Annual base salary range (excluding equity and bonus):
₹2,755,300—₹2,755,300 INR
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.
AI Disclosure: Coinbase is piloting an AI tool based on machine learning technologies to conduct initial screening interviews to qualified applicants. The tool simulates realistic interview scenarios and engages in dynamic conversation. Coinbase is also piloting an AI interview intelligence platform to transcribe and summarize interview notes, allowing our interviewers to fully focus on you as the candidate. Coinbase will not use AI to make decisions impacting employment.
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