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 experience• Expertise in capacity planning, forecasting in complex back-office environments• Experience using spreadsheet tools such as Google Sheet or Excel• Strong leadership and negotiation skills and the ability to effectively manage cross-functional and technical activities.• 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, including experience meeting with and presenting information to senior leadership and exec audience• 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 makingNice to haves:• Consulting background• Experience in Tech/Fintech industry• Experience using BI tool such as Looker and Salesforce or workforce management tools• SQL experienceJob #: P60912Pay Transparency Notice: Depending on your work location, 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, vision and 401(k)).Pay Range:$161,500—$190,000 USDCommitment to Equal OpportunityCoinbase 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).Global Data Privacy Notice for Job Candidates and ApplicantsDepending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here. By submitting your application, you are agreeing to our use and processing of your data as required. For US applicants only, by submitting your application you are agreeing to arbitration of disputes as outlined here.