Manager, WFM Operations
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Coinbase manager transforming fintech Customer Experience workforce planning through AI-informed capacity, forecasting, and cost modeling. Leading cross-functional resourcing, regulatory readiness, and automation strategy.
Responsibilities:
- Lead the evolution of Workforce Management from a technical support function into a strategic, AI-informed capability
- Own capacity planning, workforce forecasting, and cost modeling across Consumer Customer Experience lines of business
- Translate workforce dynamics into decision-ready narratives for senior leadership
- Build partnerships across Operations, Finance, Legal, and Compliance
- Drive alignment on resourcing, regulatory readiness, and automation-driven productivity
- Own AI-informed capacity planning incorporating hybrid human-AI staffing models, scenario planning, and automation-driven productivity assumptions
- Serve as the senior WFM voice with executive and Customer Experience leadership
- Design multi-scenario staffing plans balancing service levels, employee experience, operational flexibility, cost effectiveness, and AI/automation leverage
- Identify strategic opportunities, build business cases, secure cross-functional buy-in, and lead initiatives from concept through execution
- Extend WFM expertise to Risk and Controls, Programs, and P&E as a center of excellence for resource planning methodology
Requirements:
- 5+ years in senior Workforce Management, Operations, or Strategic Workforce Planning roles
- Direct accountability for regulated or compliance-driven operations in financial services or fintech
- 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
- Experience designing staffing models incorporating 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)
- Proficiency with BI tools (e.g., Looker, Hex)
- Sufficient SQL fluency to independently query and validate workforce data
- Ability to utilize generative AI responsibly, maintaining human oversight
- Maximum of 3 applications within a 6-month period
Benefits:
- Equity eligibility
- Bonus eligibility
- Medical benefits
- Dental benefits
- Vision benefits
- 401(k)
Similar Jobs
PBM Operations Associate
PBM Operations Associate configuring and testing pharmacy benefits for Rightway’s healthcare navigation platform. Maintaining claims rules, documentation, and data operations across client implementations.
Fraud Operations Manager
Fraud Operations Manager leading investigations, risk strategy, and analyst development at Stripe. Improving fraud operations for a financial infrastructure platform serving businesses worldwide.
Senior Agent, Tier II – Customer Operations
Senior customer operations agent resolving escalated billing, payment, and subscription issues for Perch Energy’s community solar customers. Managing Tier II cases and cross-functional resolutions.
Compliance Operations Analyst
Compliance Operations Analyst supporting RemotePass, a global employment and payments platform. Reviewing KYC/KYB documents, sanctions checks, contractor identities, and payment-risk issues.
Compliance Operations Lead
Compliance Operations Lead overseeing complex KYB, KYC, AML, sanctions, and transaction-monitoring cases. Strengthening compliance operations for RemotePass, a global employment and payments platform.
AI-Savvy Project & Operations Manager
AI-savvy project and operations manager owning cross-functional projects for a Cyprus-based family office. Driving launches, systems, financial control, marketing oversight, and recruiting.
Pasante de Operaciones, Preprofesional
Pasante de Operaciones apoyando procesos administrativos, oficinas y proveedores de The Nature Conservancy en Perú. Adquiriendo experiencia práctica en una organización ambiental global.
DTC eCommerce Operations Manager
DTC eCommerce Operations Manager scaling a fast-growing health and wellness brand. Building SOPs, improving workflows, and coordinating fulfillment, supply chain, recruiting, and reporting.
Payment Operations Manager
Payment Operations Manager optimizing payment methods, integrations, balances, and reporting for Growe, an iGaming and entertainment business advisory group.
Finance and Operations Specialist
Part-time Finance and Operations Specialist managing bookkeeping, billing, and reconciliations for Amazon brands. Supporting financial reporting and process improvements across agency and e-commerce operations.
Corporate Legal Operations Specialist
Legal Operations Specialist managing e-billing, matter management, invoices, and legal spend reporting at S&P Global. Supporting law firms, Finance, Procurement, and legal technology initiatives.
Service & Operations Manager
Service and Operations Manager coordinating scheduling, quotes, suppliers, technicians, and customers for an Australian HVAC business. Fully remote from the Philippines during Australian business hours.
Head of Operations
Head of Operations scaling THE/STUDIO’s global custom manufacturing platform. Optimizing factories, customer experience, AI-enabled workflows, and distributed teams.
Manufacturing Operations Reviewer
Manufacturing professionals auditing AI-generated work products for Mercor, which trains frontier AI models with human expertise. Reviewing task realism, technical accuracy, grading, and practitioner usability.
Senior Demand Operations Technology Administrator
Senior administrator managing Hyland’s marketing automation and Demand Operations platforms. Optimizing Marketo, Salesforce, Salesloft and AI workflows for scalable marketing operations.
Head of Strategy – Operations
Head of Strategy & Operations running Latitude’s payments fintech operating cadence, teams, and executive workstreams. Driving analysis and execution directly with the CEO.
Manager, Study Operations – Training and Development
Training and development manager preparing clinical research staff for cancer trial site launches. Building onboarding, competency, and operational-readiness programs for START’s oncology research network.
PX Operations Analyst
PX Operations Analyst managing HR transactions, employee records, audits, and service requests. Supporting PowerSchool’s cloud-based K-12 education software workforce operations.
PX Operations Analyst
PX Operations Analyst processing employee data, HR transactions, and service requests at PowerSchool, a cloud-based K-12 education software company. Supporting audits, onboarding, process improvements, and compliance materials.
Operations Associate
Operations Associate improving finance, recruiting, and internal systems for Nen Creative, a creative studio helping tech startups launch bold brands and ideas.