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About the Role
Harvey is seeking a Manager of CX Knowledge & Enablement to build and lead the team responsible for the knowledge infrastructure that powers customer experience. This new function will define and own onboarding, training, and quality assurance programs, ensuring customer-facing specialists have the skills and support to succeed in an AI-assisted environment.
Responsibilities
- Own the knowledge infrastructure strategy end to end, including architecture, consolidation, governance, and platform decisions.
- Architect knowledge to be structured, retrievable, and reliable for both human and AI consumers.
- Define and own standards for support competency, including measurement and maintenance against a rapidly evolving product.
- Own the quality system as a diagnostic layer, routing issues back into the platform.
- Build the release-to-readiness loop with Product and Product Ops to ensure organizational readiness for new releases.
- Design a balanced and audience-appropriate learning strategy using various formats.
- Build and lead the enablement team, hiring ahead of need and scaling capability.
- Measure system impact through downstream outcomes like specialist ramp time, performance attainment, and resolution quality.
- Utilize AI in content generation, staleness detection, and automation of enablement tasks.
- Partner with AI Support, Engineering, Product, and GTM Enablement to serve all dependent surfaces.
- Own agent-facing content.
Requirements
- 8+ years in knowledge management, support enablement, education, trust & safety, or related fields.
- Experience building or leading a team and owning a system, not just a program.
- Demonstrated experience architecting knowledge systems for scale, serving large user and AI agent populations.
- Experience in consolidating fragmented surfaces onto a single system.
- Track record of launching, managing, and improving knowledge or training platforms with measurable operational improvements.
- Data-driven approach to measuring impact, defining success metrics, and using data to guide investment.
- Strong instructional design skills, with the ability to choose appropriate formats and adapt content for different audiences.
- Experience working in fast release cycles and adapting content rapidly.
- Deep familiarity with AI-assisted support workflows and agent confidence in handling complex technical issues.
- Experience building content for AI systems and people, or a clear point of view on knowledge base consumption by both.
- Strong cross-functional partnership skills across Product, Engineering, AI, and GTM.
- Excellent communication skills and the ability to establish credibility.
- Bonus: Experience supporting a legal, regulated, or high-stakes customer base.
Skills
- Knowledge Management
- Support Enablement
- Education
- Trust & Safety
- Team Leadership
- System Ownership
- Knowledge Architecture
- AI Integration
- Instructional Design
- Data Analysis
- Cross-functional Collaboration
- Communication
Location
- Remote
Work Type
- Full-time
Experience Level
- 8+ years
Salary/Compensations
- $144,000 - $216,000 USD
About the Company
- Harvey is transforming legal and professional services using frontier agentic AI, an enterprise-grade platform, and deep domain expertise.
- The company has strong product-market fit and world-class investor support, operating at a rapid growth pace.
- Harvey values Decisiveness, Simplicity, and Job's Not Finished, encouraging fast action, scalable simplicity, and continuous improvement.
- The team is ambitious, driven, and committed to doing the best work of their careers.
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.
- Reasonable accommodations are provided to applicants with disabilities.