Global CX Workforce Manager (Remote-friendly)

Harvey; Phoenix (AZ); Remote; USD 121,000 - 181,000; Full time

Job summary

Harvey, a rapidly growing AI‑driven legal services platform, is hiring a Global CX Workforce Manager. You will build and own the workforce‑planning function for our 24/7 global support across AMER, EMEA and APAC, translating growth, launches, and region changes into forecasts, staffing plans, and schedules.

Lead capacity reviews, establish models and dashboards, and partner with regional leaders to ensure service quality while scaling a high‑performing customer‑experience operation.

Qualifications

• 7+ years in workforce management, capacity planning or related fields.
• 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 over time.
• Strong analytics and hands-on proficiency with spreadsheets, reporting tools, and workforce data.

Responsibilities

• Own demand and capacity forecasts across regions, shifts, channels, and types of issues.
• Turn company trajectory into a defensible CX capacity view informed by projections.
• 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 AI and investment impact on staffing and throughput while maintaining QA.
• Support launches of new locations and staffing models with readiness criteria.
• Define workforce metrics and partner for reliable reporting and dashboards.
• Evaluate and implement workforce-management tooling as complexity grows.

Skills

Workforce management

Capacity planning

Data analysis

SQL

BI tools

Zendesk

Cross-functional leadership

Communication

Tools

SQL

BI tools

Zendesk

Workforce management platforms

Job description

Harvey, a rapidly growing AI‑driven legal services platform, is hiring a Global CX Workforce Manager. You will build and own the workforce‑planning function for our 24/7 global support across AMER, EMEA and APAC, translating growth, launches, and region changes into forecasts, staffing plans, and schedules.

Lead capacity reviews, establish models and dashboards, and partner with regional leaders to ensure service quality while scaling a high‑performing customer‑experience operation.