Vendor Manager
$151k - $181k • Remote • Remote • FullTime
Posted 2d ago
Job Location
Remote
Remote Work Policy
Fully remote
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-grade platform and deep domain expertise. This role offers a unique opportunity to contribute to a rapidly scaling, category-defining company. The team operates with intensity, ownership, and a commitment to continuous improvement, guided by values of Decisiveness, Simplicity, and the belief that the Job's Not Finished. We are seeking individuals driven to do their best work alongside a team that shares this ambition.
Responsibilities
- Serve as the primary, dedicated point of contact for the BPO partner, owning the relationship end-to-end.
- Build and implement the framework for the new partnership, and own vendor performance against key 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.
- Shape the integration of AI and automation into the vendor's service delivery and align their 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.
- 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.
- Proven track record defining quality and enablement standards with vendor QA and training functions.
- AI fluency, with the ability to articulate how AI and automation impact vendor-delivered support.
- General program management experience, including establishing processes, SLAs, reporting, and staffing approaches from scratch.
- Skill in identifying and building relationships with cross-functional stakeholders to drive program progress.