Global CX Workforce Architect (Remote)

Harvey, Inc.; New York, Northern (NY, KY); Hybrid; USD 121,000 - 181,000; Full time

Job summary

Harvey, Inc. is seeking a Global CX Workforce Manager to build and own the workforce-planning function for our global support organization across AMER, EMEA, and APAC. You will translate growth and changes into forecasts, staffing plans, schedules, and investment recommendations while preserving service quality.

You will establish models, metrics, tools, and cadence, with regional managers retaining day-to-day ownership. This is a hands-on builder role to scale the organization.

Qualifications

• 7+ years in workforce management or capacity planning.
• Experience building or redesigning a workforce-planning function.
• Experience supporting 24/7, multi-region operations with asynchronous work.
• Proven ability to build models from changing data and improve accuracy.
• Strong analytical skills; proficient with SQL, BI tools, Zendesk.
• Judgment to differentiate temporary versus structural headcount needs.
• Experience measuring how automation and AI affect staffing demand.
• Excellent cross-functional leadership and executive communication.

Responsibilities

• Own demand and capacity forecasts across regions, shifts, and channels.
• Build a model turning company trajectory into a defensible CX capacity view.
• Lead weekly, monthly, and quarterly capacity reviews with recommended actions.
• Establish global scheduling standards with regional managers.
• Create scenario plans for hiring, cross-training, and redeploying capacity.
• Measure capacity impact of AI and automation; optimize without compromising quality.
• Support launches and ramp of locations and staffing models.
• Define workforce metrics and partner for reliable reporting and dashboards.
• Evaluate and implement workforce-management tooling as complexity grows.

Skills

Workforce management

Capacity planning

Support operations

Data analysis

SQL

Cross-functional leadership

Executive communication

Automation impact

Tools

Zendesk

BI tools

Spreadsheets

Job description

Harvey, Inc. is seeking a Global CX Workforce Manager to build and own the workforce-planning function for our global support organization across AMER, EMEA, and APAC. You will translate growth and changes into forecasts, staffing plans, schedules, and investment recommendations while preserving service quality.

You will establish models, metrics, tools, and cadence, with regional managers retaining day-to-day ownership. This is a hands-on builder role to scale the organization.