Global CX Workforce Manager
Hybrid (Remote), Hybrid (London), Hybrid (San Francisco), Hybrid (New York), Hybrid (Dublin)$120.9k - $181.3kFull-timePosted 2mo ago
About the role
Harvey’s Global CX Workforce Manager will build and own the workforce-planning function for the global support organization, translating growth and operational changes into forecasts, staffing plans, schedules, and investment recommendations while maintaining service quality. The role is hands-on and involves establishing models, metrics, tools, and cadence, with regional managers retaining day-to-day execution.
Responsibilities
- Own demand and capacity forecasts across regions, shifts, customer segments, issue types, and support channels.
- Build and own the model that translates company trajectory into a defensible view of CX capacity.
- Lead weekly, monthly, and quarterly capacity reviews.
- Establish global scheduling standards with regional managers.
- Create scenario plans for hiring, cross-training, scheduling changes, or redeploying capacity.
- Measure the capacity impact of AI and operational investments (chatbots, routing, automation, evolving responsibilities).
- Support launch and ramp of new locations and staffing models through cohort planning and post-launch reviews.
- Define consistent workforce metrics and partner with Data, Finance, People, Enablement, and GTM Operations for reporting and dashboards.
- Evaluate and implement workforce-management tooling as complexity grows.
Qualifications
- 7+ years of experience in workforce management, capacity planning, support operations, or related discipline.
- Experience building or redesigning a workforce-planning function.
- Experience supporting a 24/7, multi-region operation with asynchronous ticket-based work.
- Track record of building models from incomplete or rapidly changing data and improving accuracy.
- Strong analytical skills and hands-on fluency with spreadsheets, reporting tools, and workforce data. Experience with SQL, BI tools, Zendesk, or WFM platforms preferred.
- Judgment to distinguish temporary coverage problems from structural headcount needs.
- Experience measuring impact of automation, AI, self-service, and workflow changes on staffing demand and productivity.
- Strong cross-functional leadership and ability to drive global practices through regional leaders.
- Excellent written and verbal communication for concise executive recommendations.
Skills
Required:Forecasting and capacity planningData analysis and modelingCross-functional leadership
Benefits
- Comprehensive health, dental and vision coverage
- Retirement benefits (401k match up to 4%)
- Flexible PTO
Last updated Oct 22, 2026. Interested? Apply on the company site.
About Harvey
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Harvey is a platform built to meet the standards of the world’s leading professional service firms.
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