Vendor Manager

Harvey
United States
Workplace: RemoteFull timeUSD 151,100 - 181,300 annuallyFunction: Customer Support (Service Desk)Skills: ["Ownership","Program management","Cross-functional collaboration","Vendor accountability","Operational cadence management"]

Own Harvey’s BPO partner relationship end to end as the single dedicated point of contact. Build the partnership framework and drive vendor performance against support metrics including CSAT, response-time SLAs, QA score, and escalation rates through weekly and business review cadences. Partner with support to define routing/escalations, design scalable workflows as volume grows, and embed in day-to-day operations to catch issues early. Manage WFM staffing and quality/enablement/hiring standards, including AI-driven service delivery strategy.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Harvey
Harvey
22 hours ago

Vendor Manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Own Harvey’s BPO partner relationship end to end as the single dedicated point of contact. Build the partnership framework and drive vendor performance against support metrics including CSAT, response-time SLAs, QA score, and escalation rates through weekly and business review cadences. Partner with support to define routing/escalations, design scalable workflows as volume grows, and embed in day-to-day operations to catch issues early. Manage WFM staffing and quality/enablement/hiring standards, including AI-driven service delivery strategy.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key 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 partnership framework, then drive vendor performance against CSAT, response time SLAs, QA score, and escalation rate via weekly check-ins and business reviews.
  • •Make strategic routing and escalation decisions with Harvey’s support team, defining what the vendor handles vs. what stays in-house by tier and channel.
  • •Design and deliver scalable solutions and workflows as volume grows, avoiding repeated manual resolution of the same issues.
  • •Own workforce management for the partnership end to end, including staffing plans, capacity forecasts, and the WFM tooling/process; stay embedded to catch training/performance/QA issues early.

Pay and Benefits

Salary: USD 151,100 - 181,300 annually

Key Requirements

  • •Proven experience owning a BPO or outsourced vendor relationship end to end as the single point of contact.
  • •Ability to operate at Harvey’s rapid pace and drive outcomes that are consistently difficult for typical vendor managers.
  • •Experience keeping vendors accountable to SLAs and support metrics through a regular operating cadence using independent data.
  • •Hands-on knowledge of Zendesk configured across blended FTE and vendor teams, including ticket routing, permissions, and escalation paths.
  • •AI fluency to explain how AI and automation reshape vendor-delivered support and how the partnership should evolve accordingly.
Skills:OwnershipProgram managementCross-functional collaborationVendor accountabilityOperational cadence management
Tech Stack:ZendeskAIAutomationWFM

Company Brief

Harvey
Harvey builds domain-specific generative AI for legal and professional services, automating contract analysis, due diligence, compliance, and litigation workflows for law firms and corporate legal teams.
Industry: LegalTech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2022
Glassdoor
Glassdoor: 4.1
WebsiteLinkedInGlassdoor