WFM客户体验运营经理
Manager, WFM CX Operations
准备好开展职业生涯中最有影响力的工作了吗？在Coinbase，我们对增加经济自由的使命毫不妥协。标准很高，环境紧张，我们喜欢这样。这里不是安于现状的地方，而是将你推向自我认知极限的地方。如果你准备与那些拒绝满足于“足够好”的人一起打造金融的未来，那你在这里。Coinbase是一家以远程办公为主，但并非完全远程的公司。期待每季度进行一次高强度的线下工作会，称为“冲刺”。
作为客户体验团队的高级经理，人力资源管理，你将领导WFM从技术支援职能转变为具有战略意义、由人工智能驱动的能力，影响Coinbase如何规划、配置和扩展其运营。你将负责消费者（CX）业务线的产能规划、人力预测和成本建模，将复杂的人力动态转化为高层领导可决策的叙述。此职位将在运营、财务、法律和合规部门建立值得信赖的合作关系，推动资源分配、监管准备和自动化驱动的生产力达成一致。
你将做的事情：
- 在CX运营中主导由人工智能驱动的产能规划，将混合人机用工模型、情景规划和自动化驱动的生产力假设纳入现有业务线和新产品发布的用工策略。
- 作为高级WFM代表与高管和CX领导层沟通，将预测风险、产能权衡和监管准备转化为清晰、可决策的叙述，推动行动而不做过多指导。
- 与财务、产品、法律和合规部门建立跨职能合作关系，就人力优先事项、成本模型、运营支出预测和资源分配权衡达成一致，应对不同利益相关者的需求。
- 设计多情景用工计划，模拟服务水平、员工体验、运营灵活性、成本效益和AI/自动化利用之间的权衡。
- 通过收集数据、构建商业案例、获得跨职能支持，并从概念到执行领导项目，识别并推动CX运营中的战略机会。
- 将WFM的战略专长扩展到相邻团队（风险与控制、项目、人员与绩效），在更广泛的组织中作为资源规划方法的卓越中心。
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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.
As a Senior Manager, Workforce Management on the Customer Experience team, you'll lead the evolution of WFM from a technical support function into a strategic, AI-informed capability that shapes how Coinbase plans, staffs, and scales its operations. You'll own capacity planning, workforce forecasting, and cost modeling across Consumer (CX) lines of business, translating complex workforce dynamics into decision-ready narratives for senior leadership. This role builds trusted partnerships across Ops, Finance, Legal, and Compliance to drive alignment on resourcing, regulatory readiness, and automation-driven productivity.
What you'll do:
- Own AI-informed capacity planning across CX Operations, incorporating hybrid human-AI staffing models, scenario planning, and automation-driven productivity assumptions into workforce strategy for existing lines of business and new product launches.
- Serve as the senior WFM voice with executive and CX leadership, distilling forecast risk, capacity tradeoffs, and regulatory readiness into clear, decision-ready narratives that drive action without hand-holding.
- Build cross-functional partnerships with Finance, Product, Legal, and Compliance to align on workforce priorities, cost models, OpEx forecasts, and resourcing tradeoffs across competing stakeholder demands.
- Design multi-scenario staffing plans that model tradeoffs between service levels, employee experience, operational flexibility, cost effectiveness, and AI/automation leverage.
- Identify and drive strategic opportunities across CX Operations by gathering data, building business cases, securing cross-functional buy-in, and leading initiatives from concept through execution.
- Extend WFM strategic expertise to adjacent teams (Risk and Controls, Programs, P&E), operating as a center of excellence for resource planning methodology across the broader organization.
Required Skills and Experience:
- 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning roles with direct accountability for regulated or compliance-driven operations in financial services or fintech.
- Demonstrated 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, including designing staffing models that incorporate 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 (e.g., Assembled or comparable), BI tools (e.g., Looker, Hex), and sufficient SQL fluency to independently query and validate workforce data.
- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and qualit
PID: P77111
Pay Transparency Notice: Base salary varies by location (see range below). Total compensation may also include equity and bonus eligibility, and benefits (medical, dental, vision, 401(k)).
Annual base salary range (excluding equity and bonus):
$185,915—$195,700 USD
- Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
- Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
- US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
- Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
- Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.