Vendor Manager
London • FullTime
Posted 2d ago
Job Location
London
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming legal and professional services by integrating advanced agentic AI with an enterprise platform and deep domain expertise. This role is a unique opportunity to contribute to a rapidly scaling, category-defining company. The team operates with high intensity, ownership, and a commitment to continuous improvement, guided by values of Decisiveness, Simplicity, and Job's Not Finished. We are seeking individuals driven to do their best work alongside a dedicated team.
Responsibilities
- Serve as the primary, dedicated point of contact for the BPO partner, managing the relationship end-to-end.
- Build and implement the framework for the new partnership, owning vendor performance against key support metrics (CSAT, SLAs, QA, escalation rate).
- Partner with the support team on strategic routing and escalation decisions, determining work allocation between the vendor and in-house teams.
- Design and deliver scalable solutions and workflows to accommodate growing volume.
- Manage workforce planning for the partnership, including staffing plans, capacity forecasts, and WFM tooling/processes.
- Stay embedded in the vendor's daily operations to proactively identify and address issues in training, performance, and QA.
- Define quality, enablement, and hiring standards for the vendor, collaborating with internal enablement teams.
- Shape the integration of AI and automation into the vendor's service delivery and align their system strategy with Harvey's broader vision.
Requirements
- Proven experience owning a BPO or outsourced vendor relationship end-to-end as the single point of contact.
- Ability to operate effectively 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.
- Demonstrated ability to extract greater value from vendor relationships by identifying leverage points.
- Track record of defining quality and enablement standards with vendor QA and training functions.
- AI fluency, with the ability to articulate how AI/automation impacts vendor-delivered support.
- General program management experience, including establishing processes, SLAs, reporting, and staffing without existing playbooks.
- Skill in identifying and building relationships with cross-functional stakeholders to drive program progress.