SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Salary: USD 151,100 - 181,300 / annual
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) vendor end-to-end, serving as the single, fully dedicated point of contact. This is a hands-on role that requires you to build and implement the framework for this new partnership from the ground up.
Key responsibilities include:
- Serve as the primary point of contact for the BPO partner, owning the relationship end-to-end and personally accountable for vendor performance against Harvey's core support metrics: CSAT, response time SLAs, QA scores, and escalation rates.
- Conduct a tiered cadence of weekly check-ins and monthly/quarterly business reviews, moving beyond reporting to driving actual outcomes.
- Partner with Harvey's internal support team on strategic routing and escalation decisions, determining what work the vendor handles versus what stays in-house by tier and channel.
- Design and deliver scalable solutions and workflows as volume grows, avoiding repetitive manual problem-solving.
- Own workforce management end-to-end: staffing plans, capacity forecasts, WFM tooling, and processes that evolve from scrappy to formalized as volume increases.
- Stay embedded in the vendor's day-to-day operations to catch issues in training, performance, and QA before they appear in reports.
- Define and enforce quality, enablement, and hiring standards in collaboration with Harvey's enablement team and the vendor's training organization.
- Shape how AI and automation integrate into the vendor's service delivery model, connecting vendor strategy to Harvey's broader support and product vision.
You bring proven experience successfully owning BPO or outsourced vendor relationships end-to-end as a single point of contact. You're comfortable operating at Harvey's rapid pace—not typical enterprise speed. You have hands-on knowledge of Zendesk configured across blended FTE and vendor teams, including ticket routing, permissions, and escalation paths. You've kept vendors accountable to SLAs through regular operating cadences backed by independent data, not just vendor reporting.
You have a track record of extracting meaningfully more value from vendor relationships than standard playbooks produce, spotting leverage points others miss. You've defined quality and enablement standards with vendor QA and training functions, pushing back when standards slip and keeping teams aligned on product knowledge and quality feedback.
AI fluency is required: you can speak concretely to how AI and automation are reshaping vendor-delivered support and have factored that into partnership evolution. You have general program management skills—standing up processes, SLAs, reporting cadences, and staffing approaches from scratch. You identify the right cross-functional stakeholders early and build working relationships fast enough to keep programs moving.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
