Global CX Workforce Manager

The role

The Global CX Workforce Manager will build and own the workforce-planning function for the global support organization. You will translate customer growth and operational changes into forecasts, staffing plans, schedules, and investment recommendations.

What you will do

• Own demand and capacity forecasts across regions, shifts, customer segments, issue types, and support channels.
• Build and own the model that turns company trajectory into a view of CX capacity.
• Lead weekly, monthly, and quarterly capacity reviews.
• Establish global scheduling standards covering shift allocation, PTO, holidays, weekends, on-call coverage, and business continuity.
• Create scenario plans for hiring, cross-training, changing schedules, or redeploying capacity.
• Measure the capacity impact of AI and operational investments.
• Support the launch and ramp of new locations and staffing models.
• Define consistent workforce metrics and partner with cross-functional teams for reporting.
• Evaluate and implement workforce-management tooling.

Required qualifications

• 7+ years of experience in workforce management, capacity planning, support operations, or a related discipline.
• Experience building or materially redesigning a workforce-planning function.
• 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.
• Strong analytical skills and hands-on fluency with spreadsheets, reporting tools, and workforce data.
• Experience measuring how automation, AI, self-service, and workflow changes affect staffing demand and productivity.
• Strong cross-functional leadership skills.
• Excellent written and verbal communication.

Nice to have

• Experience with SQL, BI tools, Zendesk, or workforce-management platforms.
• 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.

About the company

Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.