Description
Compensation
The salary for this role varies by location:
- US$120.9K – $181.3K
- London: €71.4K – €107K
- Dublin: £67.3K – £100.9K
All locations offer equity and bonus opportunities. Additionally, this role is eligible to participate in Harvey's equity plan and benefits program, which includes comprehensive health, dental, and vision coverage, retirement benefits (401k match up to 4%), and flexible PTO.
Why Harvey
At Harvey, we're transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. We're reshaping how critical knowledge work gets done for decades to come. This is a rare chance to help build a generational company at a true inflection point.
Role Overview
The Global CX Workforce Manager will build and own the workforce-planning function for our global support organization. You will translate customer growth and operational changes into clear forecasts, staffing plans, schedules, and investment recommendations, protecting our service-quality bar while ensuring we deploy capacity responsibly.
What You'll 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 defensible view of CX capacity.
- Lead weekly, monthly, and quarterly capacity reviews.
- Establish global scheduling standards.
- Create scenario plans for hiring, cross-training, and redeploying existing 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 Data, Finance, People, Enablement, and GTM Operations to establish reliable reporting and dashboards.
- Evaluate and implement workforce-management tooling.
What You Have
- 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.
- A 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 with SQL, BI tools, Zendesk, or workforce-management platforms is strongly preferred.
Nice to Have
- Experience planning workforce capacity across enterprise, mid-market, and SMB customer segments.
- Experience supporting a rapidly growing SaaS or AI company.
- Familiarity with support quality, enablement, routing, and escalation programs.