Vendor Manager
$151k - $181k • New York • FullTime
Posted 2d ago
Job Location
New York
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming legal and professional services by integrating agentic AI, an enterprise platform, and domain expertise. This role is a unique opportunity to contribute to a rapidly scaling company at an inflection point, defining a new category. The team operates with intensity, ownership, and a commitment to continuous improvement, guided by values of Decisiveness, Simplicity, and Job's Not Finished. The work is ambitious, with a high bar and unmatched growth potential. The future of professional services is being written at Harvey, and the company is just getting started.
Responsibilities
- Serve as the primary, dedicated point of contact for Harvey's BPO partner, owning the relationship end-to-end.
- Build and implement the framework for the BPO partnership, and own vendor performance against core support metrics (CSAT, response time SLAs, QA score, escalation rate).
- Partner with the support team to make strategic routing and escalation decisions regarding work handled by the vendor versus in-house.
- Design and deliver scalable solutions and workflows for growing volumes.
- Own workforce management for the partnership, including staffing plans, capacity forecasts, and WFM tooling and processes.
- Stay embedded in the vendor's day-to-day operations to proactively identify and address issues in training, performance, and QA.
- Define the quality, enablement, and hiring standards for the vendor's staff, in collaboration with Harvey's enablement team.
- Shape the integration of AI and automation into the vendor's service delivery and align the vendor's system strategy with Harvey's broader support and product vision.
Requirements
- Proven experience owning a BPO or outsourced vendor relationship end-to-end as the single point of contact.
- Comfort operating at Harvey's rapid pace.
- Experience holding vendors accountable to SLAs and support metrics using independent data.
- Hands-on knowledge of Zendesk configuration for blended FTE and vendor teams, including ticket routing, permissions, and escalation paths.
- Ability to derive meaningful value from vendor relationships beyond the standard playbook by identifying leverage points.
- Proven track record defining quality and enablement standards with vendor QA and training functions, and ensuring alignment on product knowledge and quality feedback.
- AI fluency, with the ability to speak concretely about how AI and automation impact vendor-delivered support and factor this into partnership evolution.
- General program management experience, including establishing processes, SLAs, reporting cadences, and staffing approaches without existing systems or playbooks.
- Skill in identifying and building relationships with cross-functional stakeholders early to drive program progress.