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Salary: USD 155,400 - 233,200 / annual
Harvey is an AI platform transforming legal and professional services through frontier agentic AI and enterprise-grade infrastructure. This role owns the conversational AI and chatbot mandate end-to-end, including vendor relationships, the customer-facing Help Center chatbot, and an internal AI agent for inbound email ticket handling.
You will be the internal AI expert for CX Operations, defining the roadmap for this early-stage, high-leverage program rather than inheriting one. The scope is expected to expand beyond support into broader CX and product-adoption use cases for conversational AI over time.
Key responsibilities include: ensuring the Help Center chatbot and internal email-ticket AI agent are live, owned, and improving against clear metrics; enabling other CX leads to measurably improve their workflows through AI involvement; proactively managing the vendor relationship with structured pilots, evaluation, and iteration based on real performance data; representing the program credibly to cross-functional leadership in business review settings; and building a team as the program's success justifies expansion.
You will work with conversational AI/chatbot platforms (e.g., Sierra, Decagon, Forethought), Zendesk or similar support platforms, and reporting/BI tooling. Success requires fluency in key metrics: containment rate, deflection rate, resolution quality, CSAT on AI-assisted interactions, and human escalation rate. You'll build and defend reporting on these metrics to demonstrate program value.
This is a high-leverage opportunity at a company with strong product-market fit and world-class investor support, scaling rapidly and defining a new category. The team moves fast, takes ownership, and is deeply committed to the mission.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
