Remote Global CX Capacity & Forecasting Lead

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

Job summary

Harvey is seeking a Global CX Workforce Manager to architect and own the workforce-planning function for our worldwide support organization. You will translate growth and product changes into forecasts, staffing plans, and schedules while preserving service quality and cost.

This hands-on role requires building scalable models, standards, and dashboards, partnering with regional teams to operate as one connected organization and driving outcomes through data-driven decisions.

Qualifications

• 7+ years of experience in workforce management or related field.
• Experience building or redesigning a workforce-planning function.
• Experience supporting a 24/7, multi-region operation with asynchronous ticket-based work.
• Ability to build models from incomplete data and improve accuracy over time.
• Strong analytical skills and fluency with spreadsheets and reporting tools.

Responsibilities

• Own demand and capacity forecasts across regions and channels.
• Develop a defensible CX capacity model aligned with company trajectory.
• Lead capacity reviews on weekly, monthly, and quarterly cadence.
• Establish global scheduling standards with regional managers.
• Create scenario plans for hiring, cross-training, and redeploying capacity.
• Evaluate impact of AI and automation on staffing.
• Support launch and ramp of new locations and staffing models.
• Define workforce metrics and dashboards with cross-functional teams.
• Evaluate and implement workforce-management tooling as complexity grows.

Skills

Workforce management

Capacity planning

Data analysis

SQL

BI tools

Zendesk

Cross-functional leadership

Executive communication

Customer support operations

Tools

SQL

Workforce-management platforms

Tableau

Job description

Harvey is seeking a Global CX Workforce Manager to architect and own the workforce-planning function for our worldwide support organization. You will translate growth and product changes into forecasts, staffing plans, and schedules while preserving service quality and cost.

This hands-on role requires building scalable models, standards, and dashboards, partnering with regional teams to operate as one connected organization and driving outcomes through data-driven decisions.