Capacity Planning Lead

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We are seeking a Capacity Planning Lead to join Coinbase's Consumer (CX) 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 consumer support operation meet customer 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 CX is always staffed to deliver a high-quality customer experience.

What you'll do

• Own forecasts and short-range capacity plans across multiple consumer support 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 Customer Experience/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 at the interval level
• Collaborate with CX 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.