Capacity Planning Lead

We are seeking an L4 Capacity Planning Lead to join Coinbase's Compliance 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 compliance operation meet regulatory 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 our Compliance functions are always staffed to meet a continuously evolving demand landscape.

What you’ll do:

Own forecasts and short-range capacity plans across multiple compliance 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 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

Collaborate with Compliance 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

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.

Positon ID #: P77106

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)).

Annual base salary range (excluding equity and bonus):

$108,630—$127,800 USD