Harvey
Global CX Workforce Manager
$121K–$181K
Remote +4 · Hybrid · Manager · Full-time · Posted Oct 7, 2026
- Location
- Remote
London
San Francisco
New York
Dublin - Experience
- 7+ years; workforce management, capacity planning, support operations, or a related discipline.
About the job
Build and lead global workforce planning for Harvey’s 24/7 customer support organization, translating growth and operational changes into forecasts, staffing plans, schedules, and investment recommendations.
What you'll do
- Own global demand and capacity forecasts, staffing models, and regular capacity reviews.
- Set global scheduling standards and recommend hiring, cross-training, schedule changes, or capacity redeployment.
- Measure the staffing impact of AI and operational investments; define workforce metrics and reporting with partner teams.
What they ask for
- 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.
- Experience building models from incomplete or rapidly changing data and measuring how automation, AI, self-service, and workflow changes affect staffing demand and productivity.
Nice to have
- Experience across enterprise, mid-market, and SMB customer segments.
- Experience at a rapidly growing SaaS or AI company, or familiarity with support quality, enablement, routing, and escalation programs.
Pay
$120,900 - $181,300 USD (base salary)
Tools
SQL, BI tools, Zendesk
AI focus
Measure the capacity impact of AI investments, including chatbots, and assess how automation, self-service, and workflow changes affect staffing demand and productivity.
Model-written summary · the original posting is authoritative