Vendor Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $151.1k - $181.3k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👔 Manager

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Harvey

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

⚖️ Legal

🏢 Enterprise

💰 $80.6G Series B on 2023-12

Artificial Intelligence • Legal • Enterprise

Harvey is a professional class AI solution tailored specifically for law firms, professional service providers, and Fortune 500 companies. It offers a suite of domain-specific tools that enable users to delegate complex tasks in natural language to a customized personal assistant. Harvey's platform facilitates rapid research with grounded results across legal, regulatory, and tax domains, while also providing secure project workspaces for document analysis through generative AI. With a focus on enterprise-grade security and industry-leading AI models, Harvey aims to streamline workflows and free professionals, such as lawyers, from mundane tasks, enabling them to concentrate on strategic and advisory roles.

📋 Description

• Serve as the primary, fully dedicated point of contact for Harvey's BPO partner, owning the relationship end to end. • Build and implement the framework for the new partnership. • Own vendor performance against CSAT, response time SLAs, QA score, and escalation rate through weekly check-ins and monthly/quarterly business reviews. • Partner with Harvey's support team on routing and escalation decisions across vendor and in-house work. • Design and deliver scalable solutions and workflows as volume grows. • Own workforce management, including staffing plans, capacity forecasts, WFM tooling, and processes. • Stay embedded in day-to-day vendor operations to identify training, performance, and QA issues. • Define vendor quality, enablement, and hiring standards with Harvey's enablement team and the vendor's training organization. • Shape AI and automation in vendor service delivery and align vendor systems strategy with Harvey's support and product vision.

🎯 Requirements

• Proven experience owning a BPO or outsourced vendor relationship end to end as the single point of contact. • Comfortable operating at Harvey's rapid pace. • Experience holding vendors accountable to SLAs and support metrics through a regular operating cadence and independent data. • Hands-on knowledge of Zendesk configured across blended FTE and vendor teams, including ticket routing, permissions, and escalation paths. • Proven ability to increase value from vendor or partner relationships through new capabilities, AI, or structural changes. • Experience defining quality and enablement standards with vendor QA and training functions. • AI fluency required, including concrete knowledge of AI and automation in vendor-delivered support. • General program management experience standing up SLAs, reporting cadences, and staffing approaches from scratch. • Ability to identify cross-functional stakeholders and build working relationships quickly.