Remote Global CX Workforce Manager

Harvey; Town of Vernon (NY); Remote; USD 121,000 - 181,000; Full time

Job summary

Harvey is building a global CX workforce and is seeking a Global CX Workforce Manager to own demand and capacity forecasts, build scalable models, and run regular capacity reviews with regional leaders to optimize staffing while preserving service quality.

You will set global scheduling standards, develop scenario plans for hiring and redeploying capacity, and assess how AI and automation affect staffing. This remote role covers the United States.

Qualifications

• 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.

Responsibilities

• Own demand and capacity forecasts across regions, shifts, customer segments, issue types, and support channels.
• Build and own the model turning company trajectory into a defensible CX capacity view.
• Lead weekly, monthly, and quarterly capacity reviews with stakeholders.
• Establish global scheduling standards covering shift allocation, PTO, holidays, weekends, and on‑call coverage.
• Create scenario plans for hiring, cross‑training, and redeploying capacity.
• Measure the capacity impact of AI and automation investments on staffing and productivity.
• Support the launch and ramp of new locations and staffing models.
• Define workforce metrics and establish reliable reporting and dashboards.
• Evaluate and implement workforce‑management tooling as complexities grow.

Skills

Workforce management

Capacity planning

Cross-functional leadership

Analytical skills

Tools

SQL

BI tools

Zendesk

Job description

Harvey is building a global CX workforce and is seeking a Global CX Workforce Manager to own demand and capacity forecasts, build scalable models, and run regular capacity reviews with regional leaders to optimize staffing while preserving service quality.

You will set global scheduling standards, develop scenario plans for hiring and redeploying capacity, and assess how AI and automation affect staffing. This remote role covers the United States.