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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 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. 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.
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 model.
You will conduct a tiered cadence of weekly check-ins and monthly/quarterly business reviews, maintaining independent data-backed accountability rather than relying on vendor self-reporting. You will identify cross-functional stakeholders early and build working relationships fast enough to keep the program moving at Harvey's rapid pace.
This role requires hands-on knowledge of Zendesk configured across blended FTE and vendor teams, including ticket routing, permissions, and escalation paths. You must be comfortable operating at startup speed, not typical enterprise pace, and have proven ability to extract meaningfully more value from vendor relationships than standard playbooks would produce.
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
