Capacity Planning Lead

ABOUT THE ROLE We are seeking a highly skilled Capacity Planning Lead to join Coinbase's Consumer (CX) Workforce Management team. This role is critical to translating volume trends, staffing assumptions, and business inputs into actionable short- and medium-range capacity plans that help our consumer support operation meet customer demand efficiently and cost-effectively. WHAT YOU'LL DO As a Capacity Planning Lead, you will own forecasts and short-range capacity plans across multiple consumer support queues and markets, translating volume, AHT, and shrinkage trends into staffing requirements and coverage plans. You will use hybrid human-AI tooling to build and maintain capacity models that reflect the growing complexity of our support channels and workforce structure. You will create multi-scenario staffing plans that model trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness. You will partner with vendor management and BPO partners to ensure staffing targets and contractual SLAs are met at the interval level. You will collaborate with CX Operations, Finance, and Recruiting to align capacity plans with headcount budgets, growth targets, and business priorities. You will analyze drivers of forecast misses and continuously improve forecasting methodology using statistical and data-driven approaches. You will automate and streamline planning processes to reduce manual effort and increase the accuracy and scalability of outputs. You will clearly communicate capacity risks, dependencies, and staffing recommendations to operational stakeholders and WFM leadership. You will utilize generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality. WHAT YOU'LL NEED To be successful in this role, you will need a minimum of 4 years of relevant experience in Workforce Management, with demonstrated expertise in capacity planning and forecasting. You will have proven ability to build and maintain capacity models, with strong proficiency in Excel and/or Google Sheets. You will have experience working across multiple support channels and planning for both FTE and vendor/BPO workforces. You will have the ability to work with large datasets to identify trends, model scenarios, and translate quantitative outputs into clear operational recommendations. You will have strong analytical skills with a data-driven approach to workforce decision-making. You will have excellent written and verbal communication skills, with the ability to clearly convey capacity risks and staffing plans to operational and cross-functional stakeholders. WHY REMOTE Coinbase is a remote-first company, with quarterly in-person working sessions called "surges." This role will require you to work independently and collaboratively with a global team, using digital tools and platforms to stay connected and productive. BENEFITS Coinbase offers a competitive annual base salary range of ₹2,755,300. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).