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Salary: USD 144,000 - 216,000 / annual
Harvey is an AI platform transforming legal and professional services by combining frontier agentic AI, enterprise-grade infrastructure, and deep domain expertise. The company is at a strong inflection point with product-market fit and world-class investor backing.
You will manage the newly formed CX Knowledge & Enablement team and own the knowledge infrastructure that powers customer-facing and AI-assisted work. Reporting to the CX Operations Manager, you'll build this function from the ground up—defining its scope, responsibilities, and roadmap while staying hands-on through the build phase.
Key responsibilities include:
- Owning the end-to-end knowledge infrastructure strategy: architecture, consolidation from fragmented systems, governance, and platform decisions covering enablement, training, best practices, troubleshooting, and support content.
- Architecting knowledge to be structured, retrievable, and reliable for both human and AI consumers.
- Defining support competency standards at Harvey: what "ready" means from onboarding through mastery, how it's measured, and how readiness is maintained as the product evolves weekly.
- Owning the quality system as a diagnostic layer that routes knowledge gaps back into the platform rather than into training backlogs.
- Building the release-to-readiness loop with Product and Product Ops to ensure organizational readiness ahead of ticket volume.
- Designing a balanced learning strategy with the right mix of instructor-led sessions, self-paced modules, documentation, video, peer learning, and in-workflow guidance for each audience and content type.
- Building and leading the enablement team: hiring ahead of need, setting a high bar, and scaling capability in step with organizational growth.
- Measuring system effectiveness through downstream outcomes: specialist ramp time, performance target attainment, speed to competency on new releases, resolution quality, and self-serve deflection. Combine quantitative metrics with specialist feedback to drive targeted action plans.
- Leveraging AI in the work itself—generating and maintaining content, detecting staleness and gaps from ticket signals, and automating parts of enablement that don't require human involvement.
- Partnering with AI Support, Engineering, Product, and GTM Enablement to ensure the knowledge layer serves all dependent surfaces.
Your goal is to help CX specialists succeed by building confidence, developing skills to handle complex customer issues, and consistently meeting performance targets through practical, tailored learning and support.
REQUIREMENTS:
- 8+ years in knowledge management, support enablement, education, trust & safety, or related function, including team leadership and system ownership (not just program management).
- Demonstrated experience architecting knowledge systems at scale, serving large user and AI agent populations, with ability to articulate architecture decisions and their impact.
- A point of view on how enablement evolves when agents handle first-line support and specialists focus on hard cases: how the competency bar shifts, what training is for, and which traditional playbook elements no longer apply.
- Track record of owning consolidation or platform migrations that retired fragmented systems and unified organizations onto single platforms.
- Experience launching, managing, and improving knowledge or training platforms with measurable operational improvements.
- Data-driven mindset: comfortable defining success metrics, instrumenting ramp/quality/resolution outcomes, and using findings to guide investment decisions.
- Strong instructional design range with judgment to select the right format for each learning need and adapt content for different audiences, tenure levels, and learning preferences.
- Experience working in fast release cycles and adapting content rapidly as products and processes evolve.
- Deep familiarity with AI-assisted support workflows and what enables agents and specialists to handle complex technical customer issues with confidence.
- Experience building content for AI systems or a clear point of view on what changes when both humans and AI consume the same knowledge base.
- Strong cross-functional instincts: ability to partner across Product, Engineering, AI, and GTM to drive adoption without owning the technology.
- Excellent communication skills and presence to establish credibility for your team's work across the organization.
- Bonus: experience supporting legal, regulated, or high-stakes customer bases.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
