WFM Operations Manager

🔥 1 hour ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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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 AI-informed capacity planning across Compliance lines of business and new product launches, including hybrid human-AI staffing models and scenario planning • Serve as the senior WFM voice with executive leadership, translating workforce dynamics, forecast risk, and capacity tradeoffs into decision-ready narratives • Build partnerships across Ops, Finance, Product, Legal, and Compliance to align workforce priorities and resourcing tradeoffs • Develop and manage cost models and OpEx forecasts for Compliance Operations • Identify opportunities, build business cases, communicate recommendations, secure buy-in, and lead initiatives through execution • Lead strategic and tactical plans to meet operational and regulatory targets • Create multi-scenario staffing plans balancing service levels, employee experience, flexibility, cost effectiveness, and AI/automation leverage • Extend WFM expertise to adjacent teams as a resource-planning center of excellence • Brief senior and executive leadership on WFM performance, capacity risk, regulatory readiness, and strategic direction

🎯 Requirements

• 5+ years of relevant experience 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 CX leadership without positional authority • Executive-level communication skills for presenting workforce dynamics, regulatory risk, and capacity tradeoffs to senior leadership • 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 • Ability to navigate ambiguity, manage high-stakes compliance requirements, and deliver under regulatory scrutiny • Strong analytical skills and ability to translate quantitative insights into strategic recommendations • Flexibility and adaptability in a high-growth, fast-paced organization • Experience with modern WFM platforms such as Assembled or comparable tools • Experience with BI tools such as Looker or Hex • Nice to have: two-tier WFM/BPO model experience • Nice to have: AI/automation tooling familiarity, including agentic workflows, LLM-assisted forecasting, or low-code automation platforms • Nice to have: SQL experience and/or data fluency • Nice to have: Tech/Fintech industry experience • Nice to have: consulting background

🏖️ Benefits

• Remote-first work arrangement • Quarterly in-person working sessions called “surges” • Equal opportunity employment • Reasonable accommodation support • Free compatible screen reader for applicants needing screen-reading technology