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Salary: USD 151,100 - 181,300 / annual
Harvey is an AI platform transforming legal and professional services through frontier agentic AI, enterprise-grade infrastructure, and deep domain expertise. Founded in 2022 and headquartered in San Francisco, the company is at a critical growth inflection point with strong product-market fit and world-class investor backing.
As Vendor Manager, you will own Harvey's relationship with a Business Process Outsourcing (BPO) partner end-to-end, serving as the single, fully dedicated point of contact. This is a newly established partnership designed to extend Harvey's internal support team and directly shape customer experience.
Key responsibilities include: establishing the vendor management framework and holding the partner accountable to core support metrics (CSAT, response time SLAs, QA scores, escalation rates) through weekly check-ins and monthly/quarterly business reviews; partnering with Harvey's support team on strategic routing and escalation decisions; designing scalable solutions and workflows as volume grows; owning workforce management including staffing plans, capacity forecasts, and WFM tooling; staying embedded in day-to-day vendor operations to catch issues early; defining quality, enablement, and hiring standards in collaboration with Harvey's enablement team; and shaping how AI and automation integrate into the vendor's service delivery model.
You must have proven experience successfully owning a BPO or outsourced vendor relationship end-to-end as the single point of contact. You're comfortable operating at Harvey's rapid pace (not typical enterprise speed). You have hands-on knowledge of Zendesk configuration across blended FTE and vendor teams, including ticket routing, permissions, and escalation paths. You've demonstrated the ability to extract meaningfully more value from vendor partnerships than standard playbooks produce, spotting leverage points others miss. You have a proven track record defining quality and enablement standards with vendor QA and training functions, pushing back when standards slip. AI fluency is required—you can speak concretely to how AI and automation are reshaping vendor-delivered support and have factored this into partnership evolution. You have general program management experience standing up processes end-to-end without existing playbooks, and you know how to identify and build working relationships with cross-functional stakeholders quickly.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
