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Salary: USD 144,000 - 216,000 / annual
Harvey is an AI platform transforming legal and professional services through 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 established CX Knowledge & Enablement function and lead the team that owns it. Reporting to the CX Operations Manager, you'll build the knowledge infrastructure that customer-facing and AI-assisted work runs on, along with competency and quality programs including onboarding, ongoing product and process training, and quality assurance. This is a foundational role where most of the system doesn't exist yet—you'll design the architecture, write initial standards, and prove the model before scaling.
Key responsibilities include:
- Own the knowledge infrastructure strategy end-to-end: architecture, consolidation from fragmented surfaces, governance, and platform decisions covering enablement, training, product best practices, troubleshooting, and support.
- Architect knowledge to be structured, retrievable, and reliable for both human and AI consumers.
- Define support competency standards: what "ready" means from onboarding through mastery, how it's measured, and how readiness is maintained against weekly product changes.
- Own the quality system as a diagnostic layer that routes knowledge gaps back into the platform rather than training backlogs.
- Build the release-to-readiness loop with Product and Product Ops, converting shipping features into organizational readiness ahead of ticket volume.
- Design balanced, audience-appropriate learning strategies using instructor-led sessions, self-paced modules, documentation, video, peer learning, and in-workflow guidance.
- Build and lead the enablement team: hire ahead of need, set high standards, and scale capability with organizational growth.
- Measure system effectiveness through downstream outcomes: specialist ramp time, performance target attainment, speed to competency on releases, resolution quality, and self-serve deflection. Combine quantitative metrics with specialist feedback.
- Leverage AI in the work itself: generating and maintaining content, detecting staleness and gaps from ticket signals, automating parts of enablement.
- Partner with AI Support, Engineering, Product, and GTM Enablement to ensure the knowledge layer serves all dependent surfaces.
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.
- Clear point of view on enablement transformation when agents handle first-line support and specialists see only hard cases: how competency bars shift, what training is for, and which traditional playbook elements no longer apply.
- Track record owning consolidation or platform migrations that retired fragmented surfaces and unified organizations onto single systems.
- Experience launching, managing, and improving knowledge or training platforms with measurable operational improvements.
- Data-driven approach: comfortable defining success metrics, instrumenting ramp/quality/resolution outcomes, and using findings to guide investment decisions.
- Strong instructional design range with judgment to choose right formats for learning needs and adapt content for different audiences, tenure levels, and learning preferences.
- Experience in fast release cycles, adapting content rapidly as products and processes evolve.
- Deep familiarity with AI-assisted support workflows and enabling agents and specialists to handle complex technical customer issues with confidence.
- Experience building content for AI systems or clear point of view on what changes when both humans and AI consume the same knowledge base.
- Strong cross-functional instincts partnering across Product, Engineering, AI, and GTM without needing to own the technology.
- Excellent communication skills and presence to establish credibility 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.
