Capacity Planning Lead

Ready to be pushed beyond what you think you’re capable of?

At Coinbase, our mission is to increase economic freedom in the world. It’s a massive, ambitious opportunity that demands the best of us, every day, as we build the emerging onchain platform — and with it, the future global financial system.

To achieve our mission, we’re seeking a very specific candidate. We want someone who is passionate about our mission and who believes in the power of crypto and blockchain technology to update the financial system. We want someone who is eager to leave their mark on the world, who relishes the pressure and privilege of working with high caliber colleagues, and who actively seeks feedback to keep leveling up. We want someone who will run towards, not away from, solving the company’s hardest problems.

Our work culture is intense and isn’t for everyone. But if you want to build the future alongside others who excel in their disciplines and expect the same from you, there’s no better place to be.

 

 

Team/ Role Paragraph:

We are seeking an exceptional capacity planner to lead our forecasting and capacity planning efforts for CX operations. The ideal candidate will bring an experience in WFM and strategic business planning, showcasing a proven ability to drive results in complex, multi-channel customer support environments. This role demands a proactive and versatile leader who excels at navigating challenges and delivering optimal operational solutions. An ideal candidate will be at the forefront of transforming customer experience through strategic management and innovative practices.

 

What you’ll be doing (ie. job duties):

• Build robust capacity plans and staffing models for existing lines of business and new product launches.
• Expertly forecast, schedule and optimize In-House and Contact Center Staffing across multiple consumer work streams. 
• Play a critical role in identifying and analyzing areas of opportunities: gather data, document and communicate recommendations, obtain buy-in from cross-functional teams and drive initiatives through process improvements.
• Create multiple What-if staffing scenarios for Customer Experience Operations by identifying potential trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility within the stipulated budget.
• Collaborate with the various cross-functional teams to develop WFM strategies and identify areas for improvement, automation and cost savings. 
• Work closely with multiple vendor partners to meet interval Key Performance Indicators (KPI) and contractual Service Level Agreements (SLA) as defined by the business. 
• Utilize statistical methodology to analyze performance trends and improve metrics including but not limited to average handle time, utilization and shrinkage.
• Periodically present to senior and executive management.

 

What we look for in you (ie. job requirements):

• Minimum of 7 years of proven experience in Workforce Management, Operations, or Strategic Workforce Planning roles.
• Demonstrated expertise in forecasting and capacity planning in complex environments.
• Strong expertise using spreadsheet tools such as Google Sheet or Excel, ability to create complex staffing models.
• A proactive collaborator who can effectively engage with cross-functional teams to uncover opportunities for enhancing resource utilization, while providing valuable input on performance. 
• Excellent written and verbal communication skills are a must.
• Highly adaptable and flexible, ready to thrive in the dynamic landscape of a high-growth, fast-paced organization. 
• Able to work with large amounts of data to identify trends and patterns.
• Robust analytical abilities with a passion for metrics and data, translating insights into impactful decision-making.
• Passionate about delivering a phenomenal Customer experience.

 

Nice to haves:

• Strong experience with BI tools such as Looker and Salesforce, as well as workforce management tools.
• Proficiency in SQL is advantageous.
• Experience meeting with and presenting information to senior leadership.
• Expertise in WFM forecasting, headcount planning, and scheduling/RTA.

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Pay Transparency Notice: The target annual salary for this position can range as detailed below. Full time offers from Coinbase also include target bonus + target equity + benefits (including medical, dental, and vision).

Coinbase is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law. Coinbase will also consider for employment qualified applicants with criminal histories in a manner consistent with applicable federal, state and local law.  For US applicants, you may view the Know Your Rights notice here.  Additionally, Coinbase participates in the E-Verify program in certain locations, as required by law. 

Coinbase is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please contact us at accommodations[at]coinbase.com to let us know the nature of your request and your contact information.  For quick access to screen reading technology compatible with this site click here to download a free compatible screen reader (free step by step tutorial can be found here).

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