{"id":208947,"url":"https://alion.io/job/harvey-cx-vendor-manager","title":"Global CX Workforce Manager","company":{"id":2669,"name":"Harvey","domain":"harvey.ai","url":"https://alion.io/company/harvey","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":79,"open_postings":82,"ghost_share":0,"stale_share":0.841,"repost_share":0.024,"time_to_fill_p50_days":44,"computed_at":"2026-11-09T06:03:00Z"}},"role":"HR","role_family":"HR","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["London, United Kingdom","San Francisco, United States","New York, United States","Dublin, Ireland"],"countries":["GB","US","IE"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":120900,"max":181300,"currency":"USD","period":"year","gross":null,"usd_annual":181300},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"SQL","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-08-12T23:45:48Z","employer_posted_date":"2026-10-07","last_verified_at":"2026-11-09T13:52:50Z","board_verified":true,"closed_at":null,"days_open":88,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":88},"description":"Why Harvey\nAt 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.\nThis is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth - personal, professional, and financial - is unmatched.\nOur team moves fast, takes ownership, and is deeply committed to the mission - operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you.\nAt Harvey, the future of professional services is being written today - and we’re just getting started.\nRole Overview\nHarvey’s Customer Experience team provides 24/7 support across AMER, EMEA, and APAC. As Harvey expands across customer segments and regions, the volume, location, and nature of that work will continue to change. At the same time, we are reshaping how much capacity we need and where we need it at rapid speed.\nThe 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.\nThis is a hands-on builder role. You will establish the models, metrics, tools, and operating cadence yourself, then evolve them as the organization scales. Regional managers will continue to own their people, quality, and day-to-day execution; you will provide the global planning framework that allows those teams to operate as one connected organization.\nWhat You’ll Do\nOwn 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.\n\nBuild 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.\n\nLead weekly, monthly, and quarterly capacity reviews, clearly explaining forecast changes, coverage gaps, assumptions, and recommended actions.\n\nEstablish global scheduling standards covering shift allocation, PTO, holidays, weekends, on-call coverage, and business continuity in partnership with regional managers.\n\nCreate 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.\n\nMeasure the capacity impact of AI and operational investments, including chatbot, routing improvements, provisioning automation, and evolving team responsibilities. Identify the operational changes that increase throughput or flexibility without lowering the bar for accuracy, professionalism, QA, or customer satisfaction.\n\nSupport the launch and ramp of new locations and staffing models through cohort planning, readiness criteria, and post-launch performance reviews.\n\nDefine consistent workforce metrics and partner with Data, Finance, People, Enablement, and GTM Operations to establish reliable reporting and dashboards.\n\nEvaluate and implement workforce-management tooling as the organization’s complexity grows.\n\nWhat You Have\n7+ years of experience in workforce management, capacity planning, support operations, or a related discipline.\n\nExperience building or materially redesigning a workforce-planning function, not only operating within an established system.\n\nExperience supporting a 24/7, multi-region operation with asynchronous ticket-based work; experience beyond traditional voice contact-center planning is important.\n\nA track record of building useful models from incomplete or rapidly changing data and improving their accuracy over time.\n\nStrong 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.\n\nThe judgment to distinguish a temporary coverage problem from a structural headcount need, and to recommend action before service quality deteriorates.\n\nExperience measuring how automation, AI, self-service, and workflow changes affect staffing demand and productivity.\n\nStrong cross-functional leadership skills and the ability to drive consistent global operating practices through regional leaders without owning their teams directly.\n\nExcellent written and verbal communication, with the ability to turn complex assumptions and tradeoffs into concise recommendations for executives.\n\nNice to Have\nExperience planning workforce capacity across enterprise, mid-market, and SMB customer segments.\n\nExperience supporting a rapidly growing SaaS or AI company where historical demand is not yet predictable.\n\nFamiliarity with support quality, enablement, routing, and escalation programs in addition to core workforce management.\n\n\"This role is open to remote candidates located in: Arizona, California, Colorado, Connecticut, District of Columbia, Florida, Georgia, Illinois, Louisiana, Maryland, Massachusetts, Minnesota, Missouri, New Hampshire, New Jersey, New York, North Carolina, Oregon, Ohio, Pennsylvania, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin”\nCompensation\n$120,900 - $181,300 USD\nDepending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Noticeshere.\nHarvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.\nWe are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing ","description_format":"text","description_chars":6723,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"United Kingdom","iso":"GB","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["LLM & Generative AI","Document AI","Legal AI"],"lifecycle":[{"event":"open","at":"2026-09-05T08:08:08Z"},{"event":"close","at":"2026-09-11T01:27:46Z"},{"event":"reopen","at":"2026-10-07T22:53:43Z"}],"visa":[{"country":"US","licensed_sponsor":true,"adverts_offering_sponsorship_24m":0,"sanctioned_now":false,"evidence":"H-1B filings in 12 months: 1","filings_12m":1,"filings_prev_12m":0,"green_card_filings_12m":0,"median_offered_wage_usd":162500,"route":null,"cap_exempt":false,"checked_at":"2026-11-09T07:32:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)"],"filings_for_role_12m":0}],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.471,"p_room":0.28,"age_days":88,"expected_fill_days":44,"reasons":["conf:1","stale_co","velocity","win:tail","crowd:brand"],"computed_at":"2026-11-09T06:03:00Z"},"pay":{"stated_usd_annual":181300,"is_top_pay":true},"html_url":"https://alion.io/job/harvey-cx-vendor-manager","json_url":"https://alion.io/job/harvey-cx-vendor-manager.json","meta":{"generated_at":"2026-11-09T13:56:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":18675,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2669},"rest":"https://alion.io/mcp/rest/get_company?id=2669"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fharvey-cx-vendor-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fharvey-cx-vendor-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fharvey-cx-vendor-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/harvey-cx-vendor-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fharvey-cx-vendor-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":208947}},{"tool":"search_jobs","arguments":{"company":"harvey.ai","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":208947},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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