Capacity Planning Lead

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 ...

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 efficientl...

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

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
Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.