Remote Global CX Workforce Architect

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

Job summary

Harvey is seeking a Global CX Workforce Manager to own the workforce-planning function for our 24/7 global support organization across AMER, EMEA, and APAC.

You will translate customer growth and product launches into forecasts, staffing plans, schedules, and investment recommendations, protecting service quality while maximizing capacity.

This role is open to remote candidates in the United States, with compensation range $120,900–$181,300 USD, commensurate with location and experience.

Qualifications

• 7+ years of experience in workforce management or related field.
• Experience shaping a global workforce-planning function.
• Experience with 24/7, multi-region operations and asynchronous work.
• A track record of building useful models from incomplete or rapidly changing data.
• Strong analytical skills and hands-on fluency with spreadsheets and reporting tools.
• Familiarity with SQL, BI tools, Zendesk, or WFM platforms.

Responsibilities

• Own demand and capacity forecasts across regions and channels.
• Build model linking trajectory to CX capacity and planning.
• Lead weekly, monthly, quarterly capacity reviews.
• Establish global scheduling standards with regional managers.
• Create scenario plans for hiring, cross-training, scheduling.
• Measure impact of AI and investments on staffing.
• Support launch of new locations and staffing models.
• Define workforce metrics and reporting with cross-functional teams.
• Evaluate and implement workforce-management tools.

Skills

Workforce management

Capacity planning

Support operations

Analytical skills

SQL

BI tools

Zendesk

Cross-functional leadership

Executive communication

Tools

Zendesk

BI tools

Workforce-management platforms

SQL

Job description

Harvey is seeking a Global CX Workforce Manager to own the workforce-planning function for our 24/7 global support organization across AMER, EMEA, and APAC.

You will translate customer growth and product launches into forecasts, staffing plans, schedules, and investment recommendations, protecting service quality while maximizing capacity.

This role is open to remote candidates in the United States, with compensation range $120,900–$181,300 USD, commensurate with location and experience.