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About the Role
This role is a dedicated owner of a BPO partnership, extending Harvey's global support team. The partnership's success is crucial for shaping the customer experience and elevating support excellence. The role requires flexibility to manage vendor relationships end-to-end, especially with initially small agent volumes.
Responsibilities
- Serve as the primary, fully dedicated point of contact for Harvey's BPO partner, owning the relationship end to end.
- Build and implement the framework for the new partnership, owning vendor performance against core support metrics (CSAT, response time SLAs, QA score, escalation rate).
- Partner with Harvey's support team on strategic routing and escalations decisions, determining vendor vs. in-house work by tier and channel.
- Design and deliver scalable solutions and workflows to accommodate growing volume.
- Own workforce management for the partnership, including staffing plans, capacity forecasts, and WFM tooling and processes.
- Stay embedded in the vendor's day-to-day operations to proactively identify and address issues in training, performance, and QA.
- Define quality, enablement, and hiring standards for the vendor, in collaboration with Harvey's enablement team and the vendor's training organization.
- Shape the integration of AI and automation into the vendor's service delivery and align the vendor's system strategy with Harvey's broader support and product vision.
Requirements
- Proven experience successfully owning a BPO or outsourced vendor relationship end to end as the single point of contact.
- Comfortable operating at Harvey's rapid pace.
- Experience holding vendors accountable to SLAs and support metrics through a regular operating cadence, backed by independent data.
- Hands-on knowledge of Zendesk configured across blended FTE and vendor teams, including ticket routing, permissions, and escalation paths.
- Experience deriving greater value from vendor/partner relationships beyond the standard playbook by identifying leverage points.
- Proven track record defining quality and enablement standards with a vendor's QA and training functions, pushing back when standards are not met, and maintaining alignment on product knowledge and quality feedback.
- AI fluency: ability to speak concretely about how AI and automation are reshaping vendor-delivered support and factor this into partnership evolution.
- General program management experience: ability to establish processes, SLAs, reporting cadences, and staffing approaches from scratch.
- Ability to identify the right cross-functional stakeholders early and build working relationships quickly.
Skills
- Vendor Management
- BPO Management
- Customer Support Metrics
- CSAT
- SLAs
- QA
- Escalation Management
- Workforce Management (WFM)
- Capacity Forecasting
- Zendesk
- AI Integration
- Automation
- Program Management
- Cross-functional Collaboration
Salary/Compensations
- $151,100 - $181,300 USD
About the Company
- Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.
- The company has strong product-market fit and world-class investor support, and is scaling fast while defining a new category.
- Harvey's team moves fast, takes ownership, and is deeply committed to the mission, operating with intensity, staying close to customers, and pushing for excellence.
- The company values Decisiveness, Simplicity, and Job's Not Finished.
- Harvey is committed to providing reasonable accommodations to applicants with disabilities.
Equal Opportunity
- Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.