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Global CX Workforce Manager

HarveyRemoteCustomer Experience
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Salary
$120.9K – $181.3K
Job type
Full-time
Work mode
Remote
Experience
Senior · 7+ yrs
Posted
7 Oct 2026
Status
Open · checked 7d ago

About this role

Global CX Workforce Manager is a remote full-time role at Harvey that involves building and owning the global workforce-planning function for the customer experience support organization. This position suits an experienced capacity planning professional looking to lead forecasting, scheduling, and operational modeling in a fast-scaling legal and professional services AI company.

Role Overview

Harvey operates a 24/7 customer experience support team spanning AMER, EMEA, and APAC regions. The Global CX Workforce Manager will establish the models, metrics, tools, and operating cadence for global capacity planning as the company scales. This is a hands-on position responsible for translating customer growth, product launches, and operational shifts into clear staffing requirements and investment recommendations while collaborating closely with regional managers.

Key Responsibilities

Build and maintain demand and capacity forecasts across multiple regions, shifts, customer segments, issue types, and support channels.
Connect company trajectory, revenue projections, and seasonality into a defensible view of support capacity requirements.
Facilitate weekly, monthly, and quarterly capacity reviews to outline forecast changes, coverage gaps, and recommended actions.
Formulate global scheduling standards covering shifts, paid time off, holidays, weekends, on-call coverage, and business continuity.
Create scenario plans evaluating when and where to hire, cross-train, or redeploy capacity while balancing customer impact and cost.
Assess the operational impact of AI and automation tools on throughput, accuracy, and support team productivity.
Define consistent workforce metrics in partnership with Data, Finance, People, Enablement, and GTM Operations.

Requirements

Minimum of 7 years of professional experience in workforce management, capacity planning, support operations, or related fields.
Demonstrated background in building or redesigning a workforce-planning function from the ground up.
Background supporting a 24/7, multi-region operation utilizing asynchronous ticket-based work rather than traditional voice contact centers.
Proven capability to build accurate models using incomplete or rapidly changing data.
Strong analytical abilities with hands-on fluency in spreadsheets, reporting tools, and workforce data.
Excellent communication skills for translating complex data and assumptions into executive-level recommendations.

Nice to Have

Background planning workforce capacity across enterprise, mid-market, and small-to-medium business customer segments.
Experience working within a rapidly growing SaaS or artificial intelligence enterprise with unpredictable historical demand.
Knowledge of support quality, routing, enablement, and escalation programs beyond standard workforce management.

Skills and Tools

Workforce management platforms
Zendesk
SQL
BI tools
Spreadsheets and reporting tools

Salary and Benefits

Salary range of $120,900 to $181,300 USD depending on location
Offers equity
Offers bonus

About the Company

Harvey transforms legal and professional services operations by combining frontier agentic AI, an enterprise-grade platform, and domain expertise. The organization operates under core values of decisiveness, simplicity, and persistence, scaling rapidly with support from investors.

How to Apply

Candidates should apply directly on the official company careers page.

Skills and tech stack

ZendeskSQLBI tools

Questions candidates ask

Is this position fully remote?

Yes, but it is restricted to applicants residing in specific US states including 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, and Wisconsin.

What is the salary range for this role?

The salary ranges from $120,900 to $181,300 USD, with additional offerings in equity and bonuses depending on location.

How many years of experience are required?

Applicants must have at least 7 years of experience in workforce management, capacity planning, support operations, or a related discipline.

What type of support environment does this role plan for?

The role plans for a 24/7, multi-region operation handling asynchronous ticket-based support across AMER, EMEA, and APAC.

What technical skills or tools are preferred?

Strongly preferred technical proficiencies include SQL, business intelligence tools, Zendesk, spreadsheets, reporting tools, and dedicated workforce-management platforms.

Ready to apply?

The application is on the official Harvey careers page.

Apply on company site