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Harvey is an AI platform transforming legal and professional services by combining frontier agentic AI, enterprise-grade infrastructure, and deep domain expertise. Founded in 2022 and backed by world-class investors, the company is scaling rapidly and defining a new category in real time.
As Vendor Manager, you will own Harvey's partnership with a Business Process Outsourcing (BPO) provider end-to-end, serving as the single, fully dedicated point of contact. You will build and implement the framework for this new partnership from the ground up, then drive vendor performance against Harvey's core support metrics: CSAT, response time SLAs, QA scores, and escalation rates. You are personally accountable for outcomes, not just reporting on them.
Key responsibilities include: partnering with Harvey's internal support team on strategic routing and escalation decisions; designing scalable solutions and workflows as volume grows; owning workforce management end-to-end (staffing plans, capacity forecasts, WFM tooling); staying embedded in the vendor's day-to-day operations to catch issues early; defining quality, enablement, and hiring standards in collaboration with Harvey's enablement team; and shaping how AI and automation factor into the vendor's service delivery.
You will operate through a tiered cadence of weekly check-ins and monthly/quarterly business reviews, maintaining independent data-driven accountability. You'll identify cross-functional stakeholders early and build working relationships fast enough to keep the program moving at Harvey's rapid pace.
Required experience: proven success owning a BPO or outsourced vendor relationship end-to-end as the single point of contact; comfort operating at startup speed (not typical enterprise pace); hands-on Zendesk knowledge (ticket routing, permissions, escalation paths for blended FTE and vendor teams); track record defining quality and enablement standards with vendor QA and training functions; ability to find leverage points that extract more value than standard playbooks; general program management skills (standing up processes, SLAs, reporting cadences, staffing approaches from scratch); and AI fluency—you must speak concretely to how AI and automation are reshaping vendor-delivered support and factor that into partnership evolution.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
