Role overview

Coinbase is hiring an L4 Capacity Planning Lead to join the Compliance Workforce Management team. This remote-based role focuses on developing short- and medium-range capacity plans that ensure the compliance operation can meet regulatory demands efficiently while managing costs. You will translate volume trends, staffing assumptions, and business requirements into actionable workforce plans using a combination of analytical expertise and AI-informed tools.

Key responsibilities

Own forecasting and capacity planning across multiple compliance queues and markets by converting volume, average handling time, and shrinkage data into staffing requirements and coverage schedules.
Build and maintain capacity models using hybrid human–AI tooling that accounts for the complexity of various support channels and workforce structures.
Develop multi-scenario staffing plans that balance service levels, employee experience, operational flexibility, and cost effectiveness.
Coordinate with vendor management and business process outsourcing partners to verify that staffing targets and contractual service level agreements are achieved.
Work across Compliance Operations, Finance, and Recruiting to ensure capacity plans align with headcount budgets, growth targets, and business priorities.
Investigate the root causes of forecast inaccuracies and refine forecasting methods through statistical and data-driven analysis.
Automate planning workflows to reduce manual work, improve accuracy, and scale operations while using generative AI responsibly and maintaining appropriate human oversight.
Communicate staffing risks, operational dependencies, and recommendations clearly to operations teams and workforce management leadership.

Requirements

Minimum four years of experience in Workforce Management with proven expertise in capacity planning and forecasting.
Demonstrated ability to build and maintain capacity models, with strong proficiency in Excel or Google Sheets and experience with WFM platforms such as Assembled or equivalent tools.
Experience planning across multiple support channels for both full-time employees and vendor or outsourced workforces.
Strong analytical skills and capability to work with large datasets to identify trends, model scenarios, and convert quantitative insights into clear operational guidance.
Excellent written and verbal communication skills with the ability to convey capacity risks and staffing plans effectively to operational and cross-functional audiences.
Flexibility and adaptability to evolving demands in a high-growth, fast-paced environment.
Experience with business intelligence tools such as Looker, SQL experience, familiarity with AI-assisted planning tools, or background in technology or fintech sectors are advantageous but not required.

What makes this role worth considering

Coinbase operates as a remote-first company with quarterly in-person working sessions called “surges” where teams collaborate intensively. The organization emphasizes high impact work, pushes individuals beyond their perceived limits, and maintains an intense, high-bar environment focused on increasing economic freedom through the future of finance.