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Salary: USD 144,000 - 216,000 / annual
Harvey is an AI platform transforming legal and professional services work 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, reporting to the CX Operations Manager. This is a foundational role where you'll build the infrastructure that enables customer-facing specialists and AI-assisted work to operate effectively. The function is new this quarter; the foundation exists but most of what it needs to become does not.
Key responsibilities include:
- Own the end-to-end knowledge infrastructure strategy: architecture, consolidation from fragmented current systems, governance model, and platform decisions covering enablement, training, product best practices, troubleshooting, and support content.
- Architect knowledge to be structured, retrievable, and reliable for both human and AI consumers.
- Define 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.
- Own the quality system as a diagnostic layer that routes knowledge gaps back into the platform rather than into 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 in step 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 to drive targeted action plans.
- Leverage 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.
- Partner with AI Support, Engineering, Product, and GTM Enablement to ensure the knowledge layer serves all dependent surfaces.
You'll stay hands-on through the build phase, designing architecture, writing initial standards, and proving the model before scaling. This role requires someone with a clear point of view on enablement in an AI-assisted organization and a bias toward execution.
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.
- Point of view on how enablement evolves when agents handle first-line support and specialists see only complex cases: how competency bars shift, what training is for, and which traditional playbook elements no longer apply.
- Track record owning consolidation or platform migration projects 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 approach: comfortable defining success metrics, instrumenting ramp/quality/resolution outcomes, and using findings to guide investment decisions.
- Strong instructional design range with judgment to select appropriate formats 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 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: 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.
