Senior Operations Manager, Workforce Management

At Coinbase, our mission is to increase economic freedom around the world, and we couldn’t do this without hiring the best people. We’re a group of hard-working overachievers who are deeply focused on building the future of finance and Web3 for our users across the globe, whether they’re trading, storing, staking or using crypto. Know those people who always lead the group project? That’s us.

There are a few things we look for across all hires we make at Coinbase, regardless of role or team. First, we look for candidates who will thrive in a culture like ours, where we default to trust, embrace feedback, and disrupt ourselves. Second, we expect all employees to commit to our mission-focused approach to our work. Finally, we seek people who are excited to learn about and live crypto, because those are the folks who enjoy the intense moments in our sprint and recharge work culture. We’re a remote-first company looking to hire the absolute best talent all over the world.

Who you are:

• You’ve got positive energy. You’re optimistic about the future and determined to get there. 
• You’re never tired of learning. You want to be a pro in bleeding edge tech like DeFi, NFTs, DAOs, and Web 3.0. 
• You appreciate direct communication. You’re both an active communicator and an eager listener - because let’s face it, you can’t have one without the other. You’re cool with candid feedback and see every setback as an opportunity to grow.
• You can pivot on the fly. Crypto is constantly evolving, so our priorities do, too. What you worked on last month may not be what you work on today, and that excites you. You’re not looking for a boring job.
• You have a “can do” attitude. Our teams create high-quality work on quick timelines. Owning a problem doesn’t scare you, but rather empowers you to take 100% responsibility for achieving our mission.
• You want to be part of a winning team. We’re stronger together, and you’re a person who embraces being pushed out of your comfort zone.

We are seeking a highly skilled and experienced WFM Manager to oversee and manage all aspects of workforce management within the compliance domain. The ideal candidate is a highly motivated and adaptable individual who possesses in-depth knowledge of WFM forecasting and capacity planning in a complex back office environment and have demonstrated experience in compliance operations in the financial industry. This role plays a critical part in managing strategic planning to ensure compliance to regulatory standards and operational excellence within our organization.

What you’ll be doing: 

• Build and optimize robust capacity plans and staffing models for Compliance lines of business and new product launches.
• Develop strategies to improve cost and quality of Compliance Operations, in partnership with the Compliance and Customer Experience stakeholders.
• 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.
• Develop and manage cost model and OpEx forecast for Compliance Operations. 
• Lead execution of strategic and tactical plans to ensure operational and regulatory targets are met consistently with expected quality levels. 
• 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.
• Work closely with multiple vendor partners to meet Key Performance Indicators (KPI) and contractual Service Level Agreements (SLA) as defined by the business.
• Partner with operations, finance, procurement and vendor teams to manage budgets, forecasts and resource allocation.
• 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:

• Minimum of 5 years of relevant experience in senior Workforce Management, Operations, or Strategic Workforce Planning roles.
• Passionate about delivering a phenomenal Compliance Operations e