Senior Operations Manager, Workforce Management

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 making


Nice to haves:

Consulting background
Experience in Tech/Fintech industry
Experience using BI tool such as Looker and Salesforce or workforce management tools
SQL experience
Job #: P60912

Pay 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 USD