Role Overview

Harvey’s Customer Experience team provides 24/7 support across AMER, EMEA, and APAC. As Harvey expands across customer segments and regions, the volume, location, and nature of that work will continue to change. At the same time, we are reshaping how much capacity we need and where we need it at rapid speed.

The Global CX Workforce Manager will build and own the workforce-planning function for our global support organization. You will translate customer growth and operational changes into clear forecasts, staffing plans, schedules, and investment recommendations, protecting our service-quality bar while ensuring we deploy capacity responsibly.

This is a hands-on builder role. You will establish the models, metrics, tools, and operating cadence yourself, then evolve them as the organization scales. Regional managers will continue to own their people, quality, and day-to-day execution; you will provide the global planning framework that allows those teams to operate as one connected organization.

What You’ll Do

• Own demand and capacity forecasts across regions, shifts, customer segments, issue types, and support channels. Translate ticket volume, active handle time, service-level targets, occupancy, shrinkage, schedule adherence, time off, and new-hire ramp into clear staffing requirements.

• Build and own the model that turns company trajectory into a defensible view of CX capacity, drawing on revenue and customer projections, product launches, regional expansion, and seasonality. Make that model an input to company planning rather than a downstream consumer of it.

• Lead weekly, monthly, and quarterly capacity reviews, clearly explaining forecast changes, coverage gaps, assumptions, and recommended actions.

• Establish global scheduling standards covering shift allocation, PTO, holidays, weekends, on-call coverage, and business continuity in partnership with regional managers.

• Create scenario plans that show when, where, and at what level Harvey should hire, cross-train, change schedules, or redeploy existing capacity. Recommend the option that best balances customer impact, employee sustainability, speed, and cost.

• Measure the capacity impact of AI and operational investments, including chatbot, routing improvements, provisioning automation, and evolving team responsibilities. Identify the operational changes that increase throughput or flexibility without lowering the bar for accuracy, professionalism, QA, or customer satisfaction.

• Support the launch and ramp of new locations and staffing models through cohort planning, readiness criteria, and post-launch performance reviews.

• Define consistent workforce metrics and partner with Data, Finance, People, Enablement, and GTM Operations to establish reliable reporting and dashboards.

• Evaluate and implement workforce-management tooling as the organization’s complexity grows.

What You Have

• 7+ years of experience in workforce management, capacity planning, support operations, or a related discipline.

• Experience building or materially redesigning a workforce-planning function, not only operating within an established system.

• Experience supporting a 24/7, multi-region operation with asynchronous ticket-based work; experience beyond traditional voice contact-center planning is important.

• A 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. Experience with SQL, BI tools, Zendesk, or workforce-management platforms is strongly preferred.

• The judgment to distinguish a temporary coverage problem from a structural headcount need, and to recommend action before service quality deteriorates.

• Experience measuring how automation, AI, self-service, and workflow changes affect staffing demand and productivity.

• Strong cross-functional leadership skills and the ability to drive consistent global operating practices through regional leaders without owning their teams directly.

• Excellent written and verbal communication, with the ability to turn complex assumptions and tradeoffs into concise recommendations for executives.

Nice to Have

• Experience planning workforce capacity across enterprise, mid-market, and SMB customer segments.

• Experience supporting a rapidly growing SaaS or AI company where historical demand is not yet predictable.

• Familiarity with support quality, enablement, routing, and escalation programs in addition to core workforce management.

"This role is open to remote candidates located in: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Illinois, Louisiana, Maryland, Massachusetts, Missouri, New Hampshire, New Jersey, New York, North Carolina, Oregon, Ohio, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin”

Compensation

$120,900 - $181,300 USD

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