Global CX Workforce Manager
3 hours agoLeadSalary: 121K - 181KRemote, London, San Francisco, New York, DublinRemoteFull TimeOperationsJobs by Harvey
HarveyVisit Harvey website
Harvey is an AI platform for legal and professional-services organizations.
Distributed
About Harvey
Harvey provides agents and collaborative tools for legal work, including legal research, document analysis, secure workspaces, contract intelligence, and organization-level analytics.
Skills
About the Role
You will build and own workforce planning for global customer support. You will forecast demand and capacity, translate operational inputs into staffing requirements, lead capacity reviews, establish scheduling standards, and create hiring and redeployment scenarios. You will measure the capacity effects of automation, launch new staffing models, define workforce metrics, and implement workforce-management tools.
Requirements
- 7+ years of experience in workforce management, capacity planning, support operations, or a related discipline
- Experience building or redesigning a workforce-planning function
- Experience supporting a 24/7 multi-region ticket-based operation
- Analytical ability with spreadsheets, reporting tools, and workforce data
- Cross-functional leadership and executive communication skills
Responsibilities
- Own demand and capacity forecasts across regions, shifts, segments, issue types, and support channels
- Build models that translate company trajectory into CX capacity requirements
- Lead weekly, monthly, and quarterly capacity reviews
- Establish global scheduling standards
- Create staffing, cross-training, scheduling, and redeployment scenarios
- Measure the capacity effects of AI and operational investments
- Support new location and staffing-model launches
- Define workforce metrics, reporting, and dashboards
- Evaluate and implement workforce-management tooling
Benefits
- Equity
- Remote work for candidates located in specified U.S. states
