Capacity Planning LeadnnJob SummarynnReady 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, its 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.nnWe are seeking Capacity Planning Lead to join Coinbase's Consumer (CX) Workforce Management team. This role is central 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. The ideal candidate brings deep WFM domain expertise, solid analytical fundamentals, and the ability to operate with ownership and precision in a rapid-moving, AI-informed planning environment. Youll work at the intersection of forecasting, operations, and cross-functional stakeholder collaboration to ensure CX is always staffed to deliver a high-quality customer experience.nnWhat you'll do:nn- 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 plansn- Use hybrid humanAI tooling to build and maintain capacity models that reflect the growing complexity of our support channels and workforce structuren- Create multi-scenario staffing plans that model trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility, and Cost Effectivenessn- Partner with vendor management and BPO partners to ensure staffing targets and contractual SLAs are met at the interval leveln- Collaborate with CX Operations, Finance, and Recruiting to align capacity plans with headcount budgets, growth targets, and business prioritiesn- Analyze drivers of forecast misses and continuously improve forecasting methodology using statistical and data-driven approachesn- Automate and streamline planning processes to reduce manual effort and increase the accuracy and scalability of outputsn- Clearly communicate capacity risks, dependencies, and staffing recommendations to operational stakeholders and WFM leadershipn- Utilize generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost,



and qualitynnRequired skills and experience:nn- Minimum 4 years of relevant experience in Workforce Management, with demonstrated expertise in capacity planning and forecastingn- Proven ability to build and maintain capacity models, with strong proficiency in Excel and/or Google Sheets; experience with WFM platforms (e.g., Assembled or comparable)n- Experience working across multiple support channels and planning for both FTE and vendor/BPO workforcesn- Ability to work with large datasets to identify trends, model scenarios, and translate quantitative outputs into clear operational recommendationsn- Strong analytical skills with a data-driven approach to workforce decision-makingn- Excellent written and verbal communication skills, with the ability to clearly convey capacity risks and staffing plans to operational and cross-functional stakeholdersn- Highly flexible and adaptable to the evolving needs of a high-growth, fast-paced organizationn- Nice to haves: Experience with BI tools such as Looker; SQL experience; familiarity with agentic or AI-assisted planning tools; experience in tech or fintechn- Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and qualitynnExperience LevelnnSenior LevelnnDisclaimer : This job posting u0026 Location has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying. .

📌 Capacity Planning Lead (Karnataka) (India)
🏢 Coinbase India Services
📍 India