Capacity Planning Lead

Join Coinbase's Compliance Workforce Management team as a Capacity Planning Lead. In this role, you will be responsible for translating volume trends, staffing assumptions, and business inputs into actionable capacity plans. You will work at the intersection of forecasting, operations, and cross-functional collaboration to ensure our Compliance functions are always staffed to meet regulatory demand. The ideal candidate will have a minimum of 4 years of relevant experience in Workforce Management, strong analytical skills, and the ability to work with large datasets.

• 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.
• Collaborate with Compliance Operations, Finance, and Recruiting to align capacity plans with headcount budgets, growth targets, and business priorities.

• 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
• 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
• Minimum 4 years of relevant experience in Workforce Management, with demonstrated expertise in capacity planning and forecasting
• Ability to work with large datasets to identify trends, model scenarios, and translate quantitative outputs into clear operational recommendations
• Highly flexible and adaptable to the evolving needs of a high-growth, fast-paced organization
• 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
• 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