Vendor Manager

At Harvey were transforming how legal and professional services operate. By combining frontier agentic AI an enterprise-grade platform and deep domain expertise were 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. We have strong product-market fit and world-class investor support. Were 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.

Our 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 Jobs Not Finished. We act quickly on clear judgment over perfect information we believe simplicity is what scales and were never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive wed love to build with you.

At Harvey the future of professional services is being written today and were just getting started.

This role sits alongside Harveys tenured full-time global support team a group already operating at a high bar. The BPO partnership is a deliberate extension of that team and how well its run is one of the biggest levers Harvey has for shaping what customers actually experience when they need help. Done right this partnership pushes our bar of support excellence higher.

The CX Vendor Manager is the single fully dedicated owner of that partnership. Agent volume is small to start so this role needs to flex across the full range of vendor management.

• Serve as the primary fully dedicated point of contact for Harveys BPO partner owning the relationship end to end.

• Build and implement the framework for this new partnership then own the vendors performance against Harveys core support metrics CSAT response time SLAs QA score and escalation rate through a tiered cadence of weekly check-ins and monthly/quarterly business reviews personally accountable for those outcomes not just for reporting on them.

• Partner with Harveys support team to make strategic routing and escalations decisions what work the vendor handles versus what stays in-house by tier and channel.

• Design and deliver scalable solutions and workflows as volume grows rather than solving the same problem manually every time it recurs.

• Own workforce management for the partnership end to end: staffing plans capacity forecasts and the WFM tooling and process built to support it starting scrappy and formalizing as volume grows.

• Stay embedded in the vendors day-to-day operations so problems in areas such as training performance and QA are caught on the floor before they show up in a report.

• Define the quality enablement and hiring bar the vendor must staff train and manage against in collaboration with Harveys enablement team and the vendors training organization.

• Shape how AI and automation factor into the vendors service delivery and connect what the vendor system strategy is to Harveys broader support and product vision.

• Proven experience successfully owning a BPO or outsourced vendor relationship end to end as the single point of contact.

• Comfortable operating at Harveys rapid pace not a typical enterprise speed. This is consistently the hardest bar for otherwise-strong vendor managers to clear.

• Has kept a vendor accountable to SLAs and support metrics through a regular operating cadence backed by independent data rather than just the vendors own reporting.

• Hands-on knowledge of Zendesk configured across blended FTE and vendor teams: ticket routing permissions and escalation paths that keep both sides working cleanly in the same system.

• Has found a way to get meaningfully more value out of a vendor or partner relationship than the standard playbook would produce spotting a leverage point (a new capability a shift like AI a structural change) that most people in the seat would have missed.

• Proven track record defining quality and enablement standards with a vendors QA and training functions pushing back when scoring or training doesnt hold up and keeping teams aligned on product knowledge content updates and quality feedback.

• AI fluency is required: can speak concretely to how AI and automation are reshaping vendor-delivered support and has factored that into how a partnership like this should evolve.

• General program management: has stood up processes end to end SLAs reporting cadences staffing approaches without an existing system or playbook to build from.

• Knows how to identify the right cross-functional stakeholders early and builds working relationships with them fast enough to keep a program like this moving.

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Harvey 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.

We are committed to providing reasonable accommodations to applicants with disabilities and requests can be made by emailing

Required Experience:

Manager