Global CX Capacity Architect

Harvey; Illinois; Remote; USD 121.000 - 181.000; Vollzeit

Zusammenfassung

Harvey is building a global CX workforce planning function to support 24/7 operations across AMER, EMEA, and APAC. You will own demand and capacity forecasting, develop defensible capacity models, and drive scheduling standards with regional leaders to ensure service quality.

You will lead capacity reviews, define workforce metrics, and measure how automation and AI shift staffing needs. This is a hands‑on leadership role shaping the future of Harvey’s global support operations.

Qualifikationen

• 7+ years of experience in workforce management, capacity planning, support operations, or a related discipline.
• Experience building or materially redesigning a workforce‑planning function, not only operating within an established system.
• Experience supporting a 24/7, multi‑region operation with asynchronous ticket‑based work; experience beyond traditional voice contact‑center planning is important.
• A track record of building useful models from incomplete or rapidly changing data and improving their accuracy over time.
• Strong analytical skills and hands‑on fluency with spreadsheets, reporting tools, and workforce data. Experience with SQL, BI tools, Zendesk, or workforce‑management platforms is strongly preferred.
• The judgment to distinguish a temporary coverage problem from a structural headcount need, and to recommend action before service quality deteriorates.
• Experience measuring how automation, AI, self‑service, and workflow changes affect staffing demand and productivity.
• Strong cross‑functional leadership skills and the ability to drive consistent global operating practices through regional leaders without owning their teams directly.
• Excellent written and verbal communication, with the ability to turn complex assumptions and tradeoffs into concise recommendations for executives.

Aufgaben

• Own demand and capacity forecasts across regions, shifts, customer segments, issue types, and support channels. Translate ticket volume, active handle time, service‑level targets, occupancy, shrinkage, schedule adherence, time off, and new‑hire ramp into clear staffing requirements.
• Build and own the model that turns company trajectory into a defensible view of CX capacity, drawing on revenue and customer projections, product launches, regional expansion, and seasonality. Make that model an input to company planning rather than a downstream consumer of it.
• Lead weekly, monthly, and quarterly capacity reviews, clearly explaining forecast changes, coverage gaps, assumptions, and recommended actions.
• Establish global scheduling standards covering shift allocation, PTO, holidays, weekends, on‑call coverage, and business continuity in partnership with regional managers.
• Create scenario plans that show when, where, and at what level Harvey should hire, cross‑train, change schedules, or redeploy existing capacity. Recommend the option that best balances customer impact, employee sustainability, speed, and cost.
• Measure the capacity impact of AI and operational investments, including chatbot, routing improvements, provisioning automation, and evolving team responsibilities. Identify the operational changes that increase throughput or flexibility without lowering the bar for accuracy, professionalism, QA, or customer satisfaction.
• Support the launch and ramp of new locations and staffing models through cohort planning, readiness criteria, and post‑launch performance reviews.
• Define consistent workforce metrics and partner with Data, Finance, People, Enablement, and GTM Operations to establish reliable reporting and dashboards.
• Evaluate and implement workforce‑management tooling as the organization’s complexity grows.

Kenntnisse

Workforce management

Capacity planning

Analytical skills

SQL

BI tools

Zendesk

Workforce management platforms

Cross-functional leadership

Executive communication

Tools

SQL

BI tools

Zendesk

Workforce-management platforms

Jobbeschreibung

Harvey is building a global CX workforce planning function to support 24/7 operations across AMER, EMEA, and APAC. You will own demand and capacity forecasting, develop defensible capacity models, and drive scheduling standards with regional leaders to ensure service quality.

You will lead capacity reviews, define workforce metrics, and measure how automation and AI shift staffing needs. This is a hands‑on leadership role shaping the future of Harvey’s global support operations.