Capacity Planning Lead

About the role

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The Capacity Planning Lead will translate volume trends and staffing assumptions into actionable short‑ and medium‑range capacity plans for our consumer support operation.

Key responsibilities

• Own forecasts and short‑range capacity plans across multiple consumer support queues and markets, converting volume, AHT and shrinkage trends into staffing requirements.
• Build and maintain hybrid human‑AI capacity models, creating multi‑scenario staffing plans that balance service levels, employee experience, operational flexibility and cost.
• Partner with vendor management and BPO partners to meet staffing targets and contractual SLAs at the interval level.
• Collaborate with CX Operations, Finance and Recruiting to align capacity plans with headcount budgets and growth targets.
• Analyze forecast misses, improve methodology using statistical approaches, and automate planning processes to increase accuracy and scalability.
• Communicate capacity risks, dependencies and staffing recommendations to operational stakeholders and WFM leadership.

Required profile

• Minimum 4 years of experience in Workforce Management, with proven capacity planning and forecasting expertise.
• Strong analytical skills, ability to work with large datasets, and experience translating quantitative outputs into operational recommendations.
• Excellent written and verbal communication, and flexibility to adapt in a high‑growth, fast‑paced environment.

Required skills

• Advanced Excel or Google Sheets proficiency.
• Experience with WFM platforms such as Assembled or comparable tools.
• Familiarity with BI tools (e.g., Looker) and SQL.
• Experience using generative AI responsibly in planning workflows.