Remote Global CX Workforce Architect

Harvey; United States; Remote; USD 121,000 - 181,000; Full time

Job summary

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

This hands-on role requires creating models, metrics, and tools; collaborating with regional managers; and evolving processes as the company scales across AMER, EMEA, and APAC.

Qualifications

• 7+ years in workforce management or related operations.
• Experience building or redesigning a workforce-planning function.
• Experience supporting a 24/7, multi-region operation with asynchronous ticket-based work.
• Strong analytical skills with spreadsheets and data; SQL/BI tools and Zendesk preferred.

Responsibilities

• Own demand and capacity forecasts across regions, shifts, customer segments, issue types, and support channels.
• Build a model tying company trajectory to CX capacity.
• Lead weekly, monthly, and quarterly capacity reviews.
• Establish global scheduling standards with regional managers.
• Create scenario plans for hiring, cross-training, or redeploying capacity.
• Measure the capacity impact of AI and automation on staffing.
• Support the launch and ramp of new locations and staffing models.
• Define consistent workforce metrics and dashboards.
• Evaluate and implement workforce-management tooling.

Skills

Workforce planning

Forecasting

Cross-functional leadership

Data analysis

SQL

Excel

Stakeholder management

Global operations

Tools

SQL

BI tools

Zendesk

WFM platforms

Job description

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

This hands-on role requires creating models, metrics, and tools; collaborating with regional managers; and evolving processes as the company scales across AMER, EMEA, and APAC.