Global CX Workforce Architect

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

Job summary

Harvey is seeking a Global CX Workforce Manager to design and own the workforce-planning function for our 24/7, multi-region support organization. You will translate growth into forecasts, staffing plans, and schedules while protecting service quality and efficiency.

You’ll establish models, metrics, and a global cadence, collaborating with regional managers who own day-to-day delivery. This hands-on role shapes capacity with AI, automation, and new locations, driving scalable, high-quality

Qualifications

• 7+ years of experience in workforce management, capacity planning, support operations, or a related discipline.
• Experience building or redesigning a workforce-planning function.
• Experience supporting a 24/7, multi-region operation with asynchronous ticket-based work.
• Track record of building models from incomplete data and improving accuracy.
• Strong analytical skills and hands-on fluency with spreadsheets, reporting tools, and workforce data.
• Experience with SQL, BI tools, Zendesk, or workforce-management platforms.
• Judgment to distinguish temporary coverage problems from structural headcount needs.
• Experience measuring how automation, AI, and workflow changes affect staffing demand and productivity.
• Strong cross-functional leadership and ability to drive global practices without direct ownership of teams.
• Excellent written and verbal communication for executives.

Responsibilities

• Own demand and capacity forecasts across regions, shifts, customer segments, issue types, and support channels.
• Build and own the model translating company trajectory into a defensible CX capacity view.
• Lead weekly, monthly, and quarterly capacity reviews.
• Establish global scheduling standards with regional managers.
• Create scenario plans for hiring, cross-training, and schedule changes.
• Measure capacity impact of AI and operational investments.
• Support launch and ramp of new locations and staffing models.
• Define workforce metrics and partner with Data, Finance, People, Enablement, and GTM Operations.
• Evaluate and implement workforce-management tooling as complexity grows.

Skills

Workforce planning

Forecasting

Data analysis

SQL

BI tools

Zendesk

Cross-functional leadership

Executive communication

Automation impact analysis

Tools

SQL

BI tools

Zendesk

Job description

Harvey is seeking a Global CX Workforce Manager to design and own the workforce-planning function for our 24/7, multi-region support organization. You will translate growth into forecasts, staffing plans, and schedules while protecting service quality and efficiency.

You’ll establish models, metrics, and a global cadence, collaborating with regional managers who own day-to-day delivery. This hands-on role shapes capacity with AI, automation, and new locations, driving scalable, high-quality