CX Workforce Management Operations Manager

March 26

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Coinbase

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Coinbase is a leading cryptocurrency exchange platform that allows individuals and institutions to buy, sell, and trade various crypto assets such as Bitcoin and Ethereum. The company offers advanced trading tools, institutional solutions, and a self-hosted wallet for storing and managing cryptocurrencies. With a strong focus on security and transparency, Coinbase provides a trusted platform used by millions globally. It supports various features including staking, earning rewards, and spending crypto through their cards. Additionally, Coinbase provides developer tools and APIs for building onchain applications, making it a comprehensive hub for engaging in the crypto economy.

Digital Currency • Software • Payment Processing • Bitcoin • Technology

1001 - 5000 employees

Founded 2012

₿ Crypto

💸 Finance

💳 Fintech

💰 $21.4M Post-IPO Equity on 2022-11

📋 Description

• Ready to be pushed beyond what you think you’re capable of? • At Coinbase, our mission is to increase economic freedom in the world. • To achieve our mission, we’re seeking a highly skilled and experienced WFM Manager to manage our forecasting and capacity planning processes within the Compliance operations domain. • 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. • 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. • Collaborate with 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). • 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.

🎯 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. • 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.

🏖️ Benefits

• target bonus + target equity + benefits (including medical, dental, vision and 401(k)).