Capacity Planning Lead

Coinbase Careers Page • $108K — $127K *
US-AnywhereRemote in United States
Business Services
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 4+ years in Workforce Management with a focus on capacity planning and forecasting
  • Proficiency in Excel/Google Sheets and WFM platforms like Assembled
  • Experience managing multi-channel support and both FTE and vendor workforces
  • Ability to analyze large datasets and translate data into actionable recommendations
  • Strong analytical skills with a data-driven decision-making approach
  • Excellent written and verbal communication skills
  • Flexibility and adaptability in a fast-paced environment

Responsibilities

  • Own forecasts and capacity plans for compliance queues across markets
  • Develop and maintain capacity models using hybrid human-AI tools
  • Create multi-scenario staffing plans to optimize service levels and costs
  • Collaborate with vendors and BPO partners on staffing targets and SLAs
  • Align capacity plans with business priorities by working with cross-functional teams
  • Analyze forecast misses and improve methodology with data-driven approaches
  • Streamline planning processes for accuracy and scalability
  • Communicate capacity risks and recommendations to stakeholders

Benefits

  • Medical, dental, and vision insurance
  • 401(k) plan
  • Equity participation and bonus eligibility
Full Job Description
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

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

About Coinbase Careers Page

Coinbase Careers Page

There has never been a better time to join the global team of Coinbase professionals, a leading force in the cryptocurrency industry and a hub for innovation and growth.

Work You’ll Do

Join Coinbase's market-leading team to assist some of the most innovative companies and individuals in mastering the digital currency landscape. Transform financial transactions and systems with the best minds at Coinbase, where leadership in technology and consulting converges to drive digital innovation. Lead from a unique position in the marketplace, at the intersection of technology, financial expertise, and digital innovation. Work with a global team of business and technology advisors to help clients and the company navigate through the evolving world of digital currencies. Collaborate with a dedicated group of professionals who are experts in blockchain technology and cryptocurrency – all committed to advancing the industry.

Introducing the Coinbase Professional Growth and Development Initiative

The initiative is building a market-leading team to help some of the most well-known companies and professionals master their financial digital transformation journey with Coinbase.

Do Innovative Work

Join a dedicated group of experts at the forefront of blockchain technology and digital currencies, where industry expertise meets digital innovation.

Drive Innovation

Deliver targeted solutions on the most trusted platforms through a depth and breadth of consulting experience and innovation that’s second to none.

Be Part of a Great Team

Work on a wide range of technology projects and harness the capabilities of a team known for its global scale and solution development.

Future-Proof Your Career

Advance your career with near-limitless opportunities in a company that offers unmatched training, development, and certification support.

Explore

Discover how Coinbase is leading the way in blockchain technology and cryptocurrency solutions, making financial systems more accessible and efficient.

The Coinbase Employment Experience

The combined service capabilities, global scale, and joint solution development help clients and employees overcome challenges and lead transformation in the financial industry. Clients and professionals around the globe look to Coinbase for new strategies and solutions to drive innovation and growth in the era of digital finance. Bringing together dedicated professionals, Coinbase empowers individuals to thrive in the era of digital disruption.

Stay Connected

Join the Team

Search open positions that match your skills and interests. The team looks for passionate, curious, creative, and solution-driven team players. SEARCH COINBASE JOBS

Keep Up to Date

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Learn more about Coinbase Careers Page
Industry
Finance & Insurance
* Ladders Estimates

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