Global CX Workforce Architect

Harvey; New Hampshire; Remote; USD 121,000 - 181,000; Full time

Job summary

Harvey is seeking a Global CX Workforce Manager to lead workforce planning for our 24/7, multi-region customer support operations. You will translate growth, product launches, and regional expansion into forecasts, staffing plans, schedules, and investment recommendations while protecting service quality.

As a hands-on builder, you will establish models, metrics, and tools, collaborating with regional leaders to create a cohesive global planning framework that drives efficiency and

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.
• Build and own the model that translates company trajectory into a defensible view of CX capacity.
• Lead weekly, monthly, and quarterly capacity reviews.
• Establish global scheduling standards covering shift allocation, PTO, holidays, weekends, on-call coverage, and business continuity.
• Create scenario plans for hiring, cross-training, and adjusting capacity.
• Measure the capacity impact of AI and operational investments.
• Support launches and ramp of new locations and staffing models.
• Define consistent workforce metrics and establish reliable reporting and dashboards.
• Evaluate and implement workforce-management tooling as the organization grows.

Skills

Workforce management

Capacity planning

Support operations

SQL

BI tools

Zendesk

Leadership

Data analysis

Tools

SQL

BI tools

Zendesk

Workforce-management platforms

Job description

Harvey is seeking a Global CX Workforce Manager to lead workforce planning for our 24/7, multi-region customer support operations. You will translate growth, product launches, and regional expansion into forecasts, staffing plans, schedules, and investment recommendations while protecting service quality.

As a hands-on builder, you will establish models, metrics, and tools, collaborating with regional leaders to create a cohesive global planning framework that drives efficiency and