harvey - Global CX Workforce Manager
Requirements
• 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; experience beyond traditional voice contact-center planning is important. • 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. Experience with SQL, BI tools, Zendesk, or workforce-management platforms is strongly preferred. • 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. • "This role is open to remote candidates located in: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Illinois, Louisiana, Maryland, Massachusetts, Missouri, New Hampshire, New Jersey, New York, North Carolina, Oregon, Ohio, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin”
Responsibilities
• Own demand and capacity forecasts across regions, shifts, customer segments, issue types, and support channels. Translate ticket volume, active handle time, service-level targets, occupancy, shrinkage, schedule adherence, time off, and new-hire ramp into clear staffing requirements. • 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. Make that model an input to company planning rather than a downstream consumer of it. • 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. Recommend the option that best balances customer impact, employee sustainability, speed, and cost. • 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.
Benefits
• US$120.9K – $181.3K • Offers Equity • Offers Bonus • London€71.4K – €107K • Offers Equity • Offers Bonus • Dublin£67.3K – £100.9K • Offers Equity • Offers Bonus • Additionally, this role is eligible to participate in our equity plan and benefits program. Benefits include, but not limited to: Comprehensive health, dental and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO. • You can submit up to 4 applications to Harvey in any 30-day period. Please choose the roles where your experience is the strongest match. • If you've applied to a role before and it didn't work out, you're welcome to reapply to it after 90 days. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Current Legal Address • Yes, I will require Harvey to sponsor my employment • No, I do not require sponsorship to work in the United States • or drag and drop here
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