Capacity Planning Lead

Overview

Capacity Planning Lead (L4) on Coinbase's Compliance Workforce Management team, translating volume trends, staffing assumptions and business inputs into short- and medium-range capacity plans for the compliance operation.

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 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.

What you'll need

• 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 have

• Experience with BI tools such as Looker.
• SQL experience.
• Familiarity with agentic or AI-assisted planning tools.
• Experience in tech or fintech.

Details

• Remote-first, but not remote-only; expect to get together quarterly for in-person working sessions called "surges."
• Annual base salary range (excluding equity and bonus): $108,630 — $127,800 USD. Total compensation may include equity, bonus eligibility, and benefits.
• Maximum of 3 applications within a 6-month period.