Global CX Workforce Manager

Remote · London · San Francisco · New York · Dublin · USD 120,900-181,300 · 7+ years experience · Full-time · Posted Oct 7, 2026

At a glance

Harvey is seeking a Global CX Workforce Manager to build and own the workforce-planning function for its global support organization.
This hands-on builder role involves translating customer growth and operational changes into clear forecasts, staffing plans, schedules, and investment recommendations across a 24/7 multi-region team.

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 defensible view of CX capacity, drawing on revenue and customer projections, product launches, regional expansion, and seasonality.
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.
Measure the capacity impact of AI and operational investments, including chatbot, routing improvements, provisioning automation, and evolving team responsibilities.
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.

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.
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.
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.

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.

Remote-eligible across specified US states, as well as in London, San Francisco, New York, and Dublin.