Manager, WFM CX Operations

🕒 September 8

🇺🇸 United States – Remote

💵 $166.3k - $195.7k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 11%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Coinbase

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2012

💼 Consulting

₿ Crypto

💸 Finance

💰 $21.4M Post-IPO Equity on 2022-11

Consulting • Crypto • Finance

Coinbase is a leading cryptocurrency exchange platform that allows individuals and institutions to buy, sell, and trade various crypto assets such as Bitcoin and Ethereum. The company offers advanced trading tools, institutional solutions, and a self-hosted wallet for storing and managing cryptocurrencies. With a strong focus on security and transparency, Coinbase provides a trusted platform used by millions globally. It supports various features including staking, earning rewards, and spending crypto through their cards. Additionally, Coinbase provides developer tools and APIs for building onchain applications, making it a comprehensive hub for engaging in the crypto economy.

📋 Description

• Lead the evolution of Workforce Management from a technical support function into a strategic, AI-informed capability • Own capacity planning across Customer Experience Operations, including hybrid human-AI staffing models, scenario planning, and automation-driven productivity assumptions • Serve as the senior WFM voice with executive and Customer Experience leadership • Translate forecast risk, capacity tradeoffs, and regulatory readiness into decision-ready narratives • Build partnerships with Finance, Product, Legal, and Compliance • Align workforce priorities, cost models, OpEx forecasts, and resourcing tradeoffs • Design multi-scenario staffing plans balancing service levels, employee experience, operational flexibility, cost effectiveness, and AI/automation leverage • Identify and drive strategic opportunities by gathering data, building business cases, securing buy-in, and leading initiatives from concept through execution • Extend WFM strategic expertise to adjacent teams including Risk and Controls, Programs, and P&E • Operate as a center of excellence for resource planning methodology across the broader organization

🎯 Requirements

• 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning roles • Direct accountability for regulated or compliance-driven operations in financial services or fintech • Ability to build partnerships, drive alignment, and influence decisions across Finance, Legal, Compliance, Ops, and senior leadership without positional authority • Expertise in capacity planning, forecasting, and scenario modeling in complex back-office environments • Experience designing staffing models incorporating AI/automation-driven productivity assumptions • Experience operating in or transitioning a team toward an AI-informed workforce model where AI agents contribute to operational output • Proficiency with modern WFM platforms, such as Assembled or comparable • Proficiency with BI tools, such as Looker and Hex • Sufficient SQL fluency to independently query and validate workforce data • Responsible use of generative AI with human oversight • Must be based in the USA

🏖️ Benefits

• Equity eligibility • Bonus eligibility • Medical insurance • Dental insurance • Vision insurance • 401(k) • Quarterly in-person working sessions (“surges”) • Reasonable accommodations for individuals with disabilities • Free compatible screen reader available for applicants needing screen-reading technology