Global CX Workforce Architect (Remote-Eligible)

Harvey; Texas; A distancia; USD 121.000 - 181.000; Jornada completa

Descripción de la vacante

Harvey is seeking a Global CX Workforce Manager to design and own the workforce-planning function for our 24/7 global support team. You will translate growth and product changes into forecasts, staffing plans, and schedules while preserving service quality.

You'll build the models, metrics, and cadence to scale with the business, partnering with regional leaders and central teams to deliver consistent, data-driven capacity across AMER, EMEA, and APAC.

Formación

• 7+ years of experience in workforce management, capacity planning, support operations, or a related discipline.
• Experience building or redesigning a workforce-planning function, not just operating within an established system.
• Experience supporting a 24/7, multi-region operation with asynchronous ticket-based work.
• 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 act before service quality deteriorates.
• Experience measuring how automation, AI, self-service, and workflow changes affect staffing demand and productivity.
• Strong cross-functional leadership and ability to drive consistent global practices through regional leaders without owning their teams directly.
• Excellent written and verbal communication, with the ability to turn complex tradeoffs into concise recommendations for executives.

Responsabilidades

• Own demand and capacity forecasts across regions, shifts, customer segments, issue types, and support channels.
• Build and own the model that links company trajectory to a defensible CX capacity view, using revenue and product-launch signals.
• Lead weekly, monthly, and quarterly capacity reviews, explaining forecast changes and actions clearly.
• Establish global scheduling standards covering shifts, PTO, holidays, weekends, on-call coverage, and continuity with regional managers.
• Create scenario plans showing when to hire, cross-train, adjust schedules, or redeploy capacity.
• Measure AI and operational investments’ impact on staffing and identify changes that increase throughput without sacrificing quality.
• Support the launch and ramp of new locations and staffing models through cohort planning.
• Define workforce metrics and partner with Data, Finance, People, Enablement, and GTM Ops for reliable reporting.
• Evaluate and implement workforce-management tooling as the organization grows.

Conocimientos

Workforce management

Capacity planning

Analytics

SQL

BI tools

Zendesk

Cross-functional leadership

Executive communication

QA & CX impact

Herramientas

SQL

BI tools

Zendesk

Descripción del empleo

Harvey is seeking a Global CX Workforce Manager to design and own the workforce-planning function for our 24/7 global support team. You will translate growth and product changes into forecasts, staffing plans, and schedules while preserving service quality.

You'll build the models, metrics, and cadence to scale with the business, partnering with regional leaders and central teams to deliver consistent, data-driven capacity across AMER, EMEA, and APAC.