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CoinbaseCustomer Experience

Capacity Planning Lead

Hybrid - Bangalore, IndiaFull-timeLead₹2,755,300 – ₹2,755,300
Posted Jun 21, 2026Deadline: Keep Open
Job SnapshotActively hiring
LocationHybrid - Bangalore, India
Job typeFull-time
Salary₹2,755,300 – ₹2,755,300
DeadlineKeep Open

Finjobsly Role Intelligence

Experience level
Lead
Work style
Hybrid
Visa sponsorship
Not specified
Salary
₹2,755,300 – ₹2,755,300
Key skills
SQLExcel

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Company insights

57

Happiness score

57/100

Based on 10 verified employee signals

Coinbase reports record trading-volume market share in Q2 2026

Coinbase reported record crypto trading-volume market share of 10.3% and its 14th consecutive quarter of positive adjusted EBITDA. Prediction-market contracts and revenue grew 106% quarter over quarter.

Coinbase expands into equities, pre-IPO futures and new prediction markets

Coinbase introduced zero-commission stock trading features, thematic equity-index futures, pre-IPO perpetual futures and new prediction-market contracts as part of its Everything Exchange strategy.

mid-2026From the webCoinbase→

George Osborne appointed chair of Coinbase’s Global Advisory Council

Coinbase appointed former UK Chancellor George Osborne to chair its Global Advisory Council and lead the council’s expanded strategic mission.

late 2025From the webCoinbase→

Coinbase prices upsized $2.6 billion convertible-note offering

Coinbase priced $1.3 billion each of 0% convertible senior notes due in 2029 and 2032, increasing the private offering from its initially announced $2 billion size.

mid-2025From the webCoinbase Investor Relations→

AI Generated Insights

Finjobsly Intelligence— Generated from the employer's job description

What you'll own

Own the forecasting and short‑range capacity plans for multiple consumer support queues, building and maintaining AI‑augmented capacity models and multi‑scenario staffing plans. Partner with vendor/BPO teams, finance, recruiting and operations to align staffing with budgets and SLAs, and automate processes to improve accuracy. Communicate capacity risks and recommendations to stakeholders and continuously refine forecasting methods.

What they're looking for

At least 4 years of workforce‑management experience with proven capacity‑planning and forecasting expertise. Strong Excel/Google Sheets skills, familiarity with WFM platforms, and ability to work with large datasets across FTE and vendor workforces. Excellent analytical and communication abilities, plus flexibility for a fast‑moving, high‑growth environment; BI, SQL or AI‑assisted tools are a plus.

Why this role matters

The role ensures Coinbase’s consumer support is properly staffed to meet customer demand efficiently and cost‑effectively, directly impacting service quality and operational cost. Accurate capacity planning aligns headcount, budgets and growth targets, supporting the company’s mission to increase economic freedom.

Best suited to

A data‑driven, analytical professional who thrives on ownership, enjoys cross‑functional collaboration, and can adapt quickly in an intense, AI‑infused planning environment. Strong communicators who can translate complex models into clear operational actions will excel.

Fintech requirements

Visa sponsorship: No
Work arrangement: hybrid

About this role

Ready to do the most impactful work of your career? At Coinbase, we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase.

We are seeking Capacity Planning Lead to join Coinbase's Consumer (CX) Workforce Management team. This role is central to translating volume trends, staffing assumptions, and business inputs into actionable short- and medium-range capacity plans that help our consumer support operation meet customer demand efficiently and cost-effectively. The ideal candidate brings deep WFM domain expertise, strong analytical fundamentals, and the ability to operate with ownership and precision in a fast-moving, AI-informed planning environment. You'll work at the intersection of forecasting, operations, and cross-functional stakeholder collaboration to ensure CX is always staffed to deliver a high-quality customer experience.

 

What you'll do

  • Own forecasts and short-range capacity plans across multiple consumer support queues and markets, translating volume, AHT, and shrinkage trends into staffing requirements and coverage plans
  • Use hybrid human–AI tooling to build and maintain capacity models that reflect the growing complexity of our support channels and workforce structure
  • Create multi-scenario staffing plans that model trade-offs between Customer Experience/Service Levels, Employee Experience, Operational Flexibility, and Cost Effectiveness
  • Partner with vendor management and BPO partners to ensure staffing targets and contractual SLAs are met at the interval level
  • Collaborate with CX Operations, Finance, and Recruiting to align capacity plans with headcount budgets, growth targets, and business priorities
  • Analyze drivers of forecast misses and continuously improve forecasting methodology using statistical and data-driven approaches
  • Automate and streamline planning processes to reduce manual effort and increase the accuracy and scalability of outputs
  • Clearly communicate capacity risks, dependencies, and staffing recommendations to operational stakeholders and WFM leadership
  • Utilize generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality

What they're looking for

  • Minimum 4 years of relevant experience in Workforce Management, with demonstrated expertise in capacity planning and forecasting
  • Proven ability to build and maintain capacity models, with strong proficiency in Excel and/or Google Sheets; experience with WFM platforms (e.g., Assembled or comparable)
  • Experience working across multiple support channels and planning for both FTE and vendor/BPO workforces
  • Ability to work with large datasets to identify trends, model scenarios, and translate quantitative outputs into clear operational recommendations
  • Strong analytical skills with a data-driven approach to workforce decision-making
  • Excellent written and verbal communication skills, with the ability to clearly convey capacity risks and staffing plans to operational and cross-functional stakeholders
  • Highly flexible and adaptable to the evolving needs of a high-growth, fast-paced organization
  • Nice to haves: Experience with BI tools such as Looker; SQL experience; familiarity with agentic or AI-assisted planning tools; experience in tech or fintech
  • Utilizes generative AI responsibly, maintaining human oversight to deliver business-ready outputs and drive measurable improvements in workflow efficiency, cost, and quality.

Position ID: P77113

Pay Transparency Notice: The target annual base salary for this position can range as detailed below. Total compensation may also include equity and bonus eligibility and benefits (including medical, dental, and vision).

Annual base salary range (excluding equity and bonus):
₹2,755,300—₹2,755,300 INR
  • Application Limit: Candidates may submit a maximum of 3 applications within a 6-month period.
  • Equal Opportunity Employer: Coinbase is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or genetic information. Applicants with criminal histories will be considered consistent with applicable federal, state, and local laws.
  • US Applicants: View Employee Rights, Know Your Rights, and E-Verify Notice of Participation.
  • Accommodations: If you are an individual with a disability who needs a reasonable accommodation, email us your request and contact info at accommodations[at]coinbase.com. Need screen reading technology? Click here to download a free compatible screen reader and view the tutorial.
  • Data Privacy & Arbitration: By submitting your application, you agree to our Candidate Privacy Notice. US applicants: By submitting your application, you agree to Arbitration of Disputes.

More about this role

About company

Required skills

SQLExcel