Global CX Workforce Architect (Remote)

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

Job summary

Harvey is seeking a Global CX Workforce Manager to build the workforce-planning function for our 24/7 global support organization across AMER, EMEA, and APAC. You will translate growth into forecasts, staffing plans, schedules, and investments, protect service quality, and deploy capacity responsibly.

This hands-on role establishes the models, metrics, and cadence for scale. You will partner with regional managers to ensure unified execution across regions.

Qualifications

• 7+ years of experience in workforce management, capacity planning, or related operations.
• Experience building or redesigning a workforce-planning function.
• Experience supporting a 24/7, multi-region operation with asynchronous ticket-based work.
• Proven ability to build useful models from incomplete data and improve accuracy.
• Strong analytical skills; fluency with spreadsheets, reporting tools, and workforce data.
• Experience with SQL, BI tools, Zendesk, or similar platforms preferred.
• Judgment to distinguish temporary coverage from structural headcount needs and act proactively.
• Experience measuring impact of automation, AI, self-service, and workflow changes on staffing.

Responsibilities

• Own demand and capacity forecasts across regions, shifts, customer segments, issue types, and channels.
• Build and own a model linking company trajectory to CX capacity.
• Lead weekly, monthly, and quarterly capacity reviews with clear actions.
• Establish global scheduling standards with regional managers.
• Create scenario plans for hiring, cross-training, and redeployment.
• Measure capacity impact of AI and operational investments.
• Support launches and ramp of new locations and staffing models.
• Define workforce metrics and establish reliable reporting and dashboards.
• Evaluate and implement workforce-management tooling as the organization grows.

Skills

Workforce planning

Data analysis

Cross-functional leadership

Executive communication

Forecasting

Problem solving

Excel/Spreadsheet

Automation impact

Tools

SQL

BI tools

Zendesk

Workforce-management platforms

Job description

Harvey is seeking a Global CX Workforce Manager to build the workforce-planning function for our 24/7 global support organization across AMER, EMEA, and APAC. You will translate growth into forecasts, staffing plans, schedules, and investments, protect service quality, and deploy capacity responsibly.

This hands-on role establishes the models, metrics, and cadence for scale. You will partner with regional managers to ensure unified execution across regions.