Global CX Workforce Architect — Remote

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

Job summary

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

You'll establish global models, metrics, and cadence, then evolve them as the company scales. Regional managers will retain responsibility for people and day-to-day execution.

Qualifications

• 7+ years in workforce management, capacity planning, or related area.
• Experience building or redesigning a workforce-planning function.
• Experience supporting a 24/7, multi-region operation with asynchronous ticket work.
• Ability to build models from incomplete data and improve accuracy.

Responsibilities

• Own demand and capacity forecasts across regions, shifts, customer segments, and channels.
• Lead capacity reviews and communicate forecast changes and actions.
• Establish global scheduling standards with regional managers.
• Create scenario plans for hiring, cross-training, and redeployment.
• Measure AI and automation impact on staffing and throughput.
• Support launch and ramp of new locations and staffing models.
• Define workforce metrics and dashboards with cross-functional partners.
• Evaluate and implement workforce-management tooling as needed.

Skills

Forecasting

Analytical thinking

Communication

Cross-functional leadership

Tools

SQL

BI tools

Zendesk

Workforce-management platforms

Job description

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

You'll establish global models, metrics, and cadence, then evolve them as the company scales. Regional managers will retain responsibility for people and day-to-day execution.