Remote-Ready Global CX Workforce Architect

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

Job summary

Harvey seeks a seasoned Global CX Workforce Manager to build and own the workforce-planning function for a 24/7 global support organization spanning AMER, EMEA, and APAC. You will translate customer growth into forecasts, staffing plans, and investment recommendations, balancing service quality with cost and scalability.

You will establish models, metrics, and tools, while regional managers retain day-to-day ownership.

Qualifications

• 7+ years of experience in workforce management, capacity planning, or related roles.
• Experience building or redesigning a workforce-planning function.
• Experience supporting a 24/7, multi-region operation with asynchronous ticket-based work.
• Track record building models from changing data and improving accuracy.
• Strong analytic skills with spreadsheets and data reporting; familiarity with SQL, BI tools, Zendesk, or WFM platforms.
• Judgment to distinguish temporary coverage from structural needs and act early.
• Experience measuring automation and AI impact on staffing demand and productivity.
• Cross-functional leadership to drive global operating practices without direct ownership.
• Excellent written and verbal communication for executives.

Responsibilities

• Own demand and capacity forecasts across regions, shifts, segments, and channels.
• Build a model translating company trajectory into a defensible CX capacity view.
• Lead weekly, monthly, and quarterly capacity reviews with clear recommendations.
• Establish global scheduling standards including PTO, holidays, and on-call coverage.
• Create scenario plans for hiring, cross-training, and redeploying capacity.
• Measure capacity impact of AI and investments; identify operational changes to improve throughput.
• Support launch and ramp of new locations and staffing models.
• Define workforce metrics and collaborate with Data, Finance, People, Enablement, and GTM Ops.
• Evaluate and implement workforce-management tooling as complexity grows.

Skills

Workforce management

Capacity planning

Analytical skills

SQL

BI tools

Zendesk

Cross-functional leadership

Executive communication

Tools

SQL

BI tools

Zendesk

Job description

Harvey seeks a seasoned Global CX Workforce Manager to build and own the workforce-planning function for a 24/7 global support organization spanning AMER, EMEA, and APAC. You will translate customer growth into forecasts, staffing plans, and investment recommendations, balancing service quality with cost and scalability.

You will establish models, metrics, and tools, while regional managers retain day-to-day ownership.