Manager, WFM Operations

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.

We are seeking a senior WFM leader who combines deep expertise in workforce forecasting, capacity planning, and compliance operations with the communication and leadership skills to operate at the executive level. The ideal candidate is a strategic operator who can translate complex workforce dynamics into clear narratives for senior leadership, build trusted cross-functional partnerships across Ops, Finance, Legal, and Compliance, and plan capacity in environments where AI agents are an active part of the workforce equation. This role is central to our shift from a technically-driven WFM function to a strategic, AI-informed capability that earns a seat at every planning conversation, not just the operational ones.

What you’ll be doing (ie. job duties):

• Lead AI-informed capacity planning, incorporating hybrid human-AI staffing models, scenario planning, and automation-driven productivity assumptions into workforce strategy across Compliance lines of business and new product launches.
• Serve as the senior WFM voice with executive leadership, distilling complex workforce dynamics, forecast risk, and capacity tradeoffs into clear, decision-ready narratives for CX, Finance, and Compliance leadership without hand-holding.
• Build trusted partnerships across Ops, Finance, Product, Legal, and Compliance, driving alignment on workforce priorities, regulatory planning, and resourcing tradeoffs across competing stakeholder demands.
• Develop and manage cost models and OpEx forecasts for Compliance Operations, incorporating AI/automation-driven productivity gains and scenario-based risk planning.
• Identify and drive areas of opportunity across Compliance Operations: gather data, build the business case, communicate recommendations, secure cross-functional buy-in, and lead initiatives from concept through execution.
• Lead execution of strategic and tactical plans to ensure operational and regulatory targets are met consistently, with clear tradeoff visibility for leadership when capacity or compliance risks emerge.
• Create multi-scenario sta