Vendor Manager

Harvey
London
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Ownership","Stakeholder management","Accountability","Program management","Cross-functional collaboration"]

Own Harvey’s BPO partnership end to end as the single point of contact, building the partnership framework and holding the vendor accountable to core support metrics. Partner with support teams on routing and escalations, design scalable workflows as volume grows, and manage workforce planning using WFM tooling. Stay embedded in day-to-day operations, define QA/enablement/hiring standards, and shape how AI and automation improve vendor-delivered support.

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Harvey
Harvey
22 hours ago

Vendor Manager

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

Job Summary

Own Harvey’s BPO partnership end to end as the single point of contact, building the partnership framework and holding the vendor accountable to core support metrics. Partner with support teams on routing and escalations, design scalable workflows as volume grows, and manage workforce planning using WFM tooling. Stay embedded in day-to-day operations, define QA/enablement/hiring standards, and shape how AI and automation improve vendor-delivered support.
Location: London
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management

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 and own vendor performance against support metrics (CSAT, response time SLAs, QA score, escalation rate).
  • •Partner with support teams to decide strategic routing and escalations, defining what the vendor handles vs. what stays in-house.
  • •Design and deliver scalable solutions and workflows as volume grows.
  • •Own workforce management for the partnership end to end (staffing plans, capacity forecasts, and WFM tooling/process).

Key Requirements

  • •Proven experience owning a BPO or outsourced vendor relationship end to end as the single point of contact.
  • •Hands-on knowledge of Zendesk (ticket routing, permissions, escalation paths) across blended FTE and vendor teams.
  • •Kept a vendor accountable to SLAs and support metrics through a regular operating cadence backed by independent data.
  • •Proven track record defining quality and enablement standards with a vendor’s QA and training functions.
  • •AI fluency to speak concretely about how AI and automation reshape vendor-delivered support and partnership evolution.
Experience:BPOOutsourced supportCustomer support
Skills:OwnershipStakeholder managementAccountabilityProgram managementCross-functional collaboration
Tech Stack:Zendesk

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