Global CX Workforce Architect

Harvey; Georgia; Remote; USD 121,000 - 181,000; Full time

Job summary

Harvey is hiring a Global CX Workforce Manager to own workforce planning for the global support organization across AMER, EMEA, and APAC. You’ll translate growth into forecasts, staffing plans, schedules, and investment recommendations while safeguarding service quality.

This hands-on role defines models, metrics, and tooling and evolves them as the organization scales. You will partner with regional managers who own their teams, providing a unified global framework.

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• Measure the capacity impact of AI and operational investments, including chatbot, routing improvements, provisioning automation, and evolving team responsibilities.
• 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.

Skills

Workforce management

Capacity planning

Analytics

SQL

Zendesk

BI tools

Cross-functional leadership

Executive communication

Tools

SQL

BI tools

Zendesk

Job description

Harvey is hiring a Global CX Workforce Manager to own workforce planning for the global support organization across AMER, EMEA, and APAC. You’ll translate growth into forecasts, staffing plans, schedules, and investment recommendations while safeguarding service quality.

This hands-on role defines models, metrics, and tooling and evolves them as the organization scales. You will partner with regional managers who own their teams, providing a unified global framework.