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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 Harvey's conversational AI and chatbot mandate end-to-end, including vendor relationships, the customer-facing Help Center chatbot, and an internal AI agent handling inbound email tickets. You'll serve as the internal AI expert for the CX Operations team.
Key responsibilities include: shipping and continuously improving the live Help Center chatbot and internal email-ticket AI agent against clear metrics; enabling other CX leads to leverage AI in their workflows; proactively managing vendor relationships with structured pilots and data-driven iteration; representing the program credibly to cross-functional leadership in business review settings; and building a team as the program scales.
You'll work with conversational AI platforms (Sierra, Decagon, Forethought), Zendesk or similar support systems, and reporting/BI tools. Success is measured by containment rate, deflection rate, resolution quality, CSAT on AI-assisted interactions, and human escalation rates.
You bring proven experience owning a conversational AI/chatbot program end-to-end—from vendor management and roadmap definition to conversation design, escalation logic, and business outcome accountability. You're fluent in support metrics and comfortable building defensible reporting. You have real people management experience: hiring, developing, and holding teams accountable to clear goals. You're a strong cross-functional operator who can partner with Support Operations and Engineering to ensure clean tooling integration, and you can act as the internal AI expert helping peers move their metrics. You're comfortable owning vendor relationships directly, not just using platforms.
Harvey is a fast-moving, high-bar team operating with intensity, staying close to customers, and pushing for excellence. The company has strong product-market fit, world-class investor support, and is scaling rapidly. This is an early-stage, high-leverage mandate where the roadmap is yours to define, and scope is expected to expand into broader CX and product-adoption use cases over time.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
