Capacity Planning Lead

Role overview

Coinbase is hiring a Capacity Planning Lead for its Consumer Customer Experience Workforce Management team. In this position, you will convert demand signals, staffing assumptions, and business inputs into short- and medium-term capacity plans that help the support organization meet customer needs in a cost-effective way.

The role sits at the crossroads of forecasting, operations, and cross-functional coordination. It calls for strong workforce management expertise, solid analytical thinking, and the ability to take ownership in a fast-paced planning environment that uses AI-assisted tools. Coinbase operates with a remote-first mindset, but the company is not remote-only, and quarterly in-person working sessions known as “surges” are expected.

What you will do

• Take ownership of forecasts and short-range capacity plans for several consumer support queues and markets, turning volume, average handle time, and shrinkage patterns into staffing and coverage plans.
• Build and maintain capacity models using a combination of human judgment and AI-enabled tools so they reflect the growing complexity of support channels and workforce setup.
• Develop staffing scenarios that compare service levels, employee experience, operational flexibility, and cost efficiency.
• Work with vendor management and BPO partners to help ensure staffing goals and contractual SLA commitments are met at the interval level.
• Coordinate with CX Operations, Finance, and Recruiting so capacity plans stay aligned with headcount budgets, growth plans, and broader business priorities.
• Review the causes of forecast variance and improve forecasting methods through statistical and data-based analysis.
• Automate and simplify planning workflows to reduce manual work and improve both accuracy and scalability.
• Present staffing recommendations, dependencies, and risk areas clearly to operational partners and workforce management leadership.
• Use generative AI in a responsible way, with human oversight, to produce business-ready outputs and improve workflow efficiency, quality, and cost performance.

Requirements

• At least 4 years of relevant workforce management experience, with proven depth in capacity planning and forecasting.
• Demonstrated experience building and maintaining capacity models, along with strong command of Excel or Google Sheets; prior exposure to workforce management platforms such as Assembled or similar tools is preferred.
• Background in managing planning across multiple support channels and across both in-house FTE teams and vendor or BPO workforces.
• Ability to work with large datasets, spot trends, run scenarios, and convert numerical findings into practical operational guidance.
• Strong analytical capability and a data-first approach to workforce planning decisions.
• Excellent written and verbal communication skills for explaining staffing plans and risks to operational and cross-functional stakeholders.
• Comfort working in a high-growth environment that changes quickly and requires flexibility.
• Bonus experience includes BI tools such as Looker, SQL, agentic or AI-assisted planning tools, and work in tech or fintech environments.
• Capability to use generative AI responsibly while keeping human oversight in place to deliver usable business outputs and measurable gains in efficiency, cost, and quality.

Compensation and benefits

The target annual base salary for this role is ₹2,755,300, excluding equity and bonus eligibility. Total compensation may also include equity, bonus potential, and benefits such as medical, dental, and vision coverage.

Additional information

• Position ID: P77113.
• Candidates may submit up to 3 applications within any 6-month period.
• Coinbase is an equal opportunity employer and considers all qualified applicants without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information.
• Applicants with criminal histories will be reviewed in line with applicable federal, state, and local laws.
• Reasonable accommodations are available for individuals with disabilities who need support during the hiring process; accommodation requests can be sent through the provided company contact channel.
• By applying, candidates agree to the company’s Candidate Privacy Notice. For US applicants, arbitration of disputes also applies.
• The company is piloting AI tools for initial interview screening and interview note transcription and summarization, but states that AI will not be used to make employment decisions.