WFM Capacity Planning Senior Lead - Compliance Operations

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 a highly skilled and experienced WFM Manager to manage our forecasting and capacity planning processes within the Compliance operations domain. The ideal candidate is a highly motivated and adaptable individual who has strong WFM and Business planning experience, as well as demonstrated experience in compliance operations in the financial industry (KYC, AML or transaction monitoring). The role is critical to sustain the ever growing complexity of the Compliance operations and to ensure adherence to regulatory standards and operational excellence within our organization.

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

• Build robust capacity plans and staffing models for existing lines of business and new product launches.
• Forecast, schedule and optimize Full-Time Employee and Contact Center Staffing across multiple compliance work streams. 
• Play a critical role in identifying and analyzing areas of opportunity in Compliance Operations: 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 Compliance Operations by identifying potential trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility and Cost Effectiveness.
• 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 5 years of relevant experience in senior Workforce Management, Operations, or Strategic Workforce Planning roles.
• Expertise in forecasting and capacity planning in complex back-office environments.
• Strong expertise using spreadsheet tools such as Google Sheet or Excel, ability to create complex staffing models.
• Able to proactively collaborate with other departments to identify opportunities for improvement of resource utilization, and provide input on performance.
• Excellent written and verbal communication skills required.
• Highly flexible and adaptable to meeting the evolving needs of a high-growth and fast paced organization.
• Able to work with large amounts of data to identify trends and patterns.
• Strong analytical skill, with a passion for metrics and data; ability to apply in order to influence and drive decision making.
• Passionate about delivering a phenomenal Compliance Operations experience.

Nice to haves:

• Experience in compliance operations in the financial industry (KYC, AML or transaction monitoring).
• Consulting background
• Experience in Tech/Fintech industry
• Certified six sigma yellow, green or black belt
• Experience using BI tool such as Looker and Salesforce or workforce management tools

Position ID:  (P61712)

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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. 

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