Vendor Manager

Harvey
New York
Workplace: OnsiteFull timeUSD 151,100 - 181,300Function: Customer Success & Account ManagementSkills: ["Ownership","Data-driven accountability","Cross-functional stakeholder management","Program management","Vendor performance management"]

Own Harvey’s BPO partner end to end as the single dedicated point of contact, building the partnership framework and driving performance against support KPIs like CSAT, response-time SLAs, QA score, and escalation rate. Partner with Support to shape routing and escalations, design scalable workflows as agent volume grows, and manage workforce planning with Zendesk-based operational tooling. Embed with the vendor to catch issues early and set quality, enablement, and hiring standards.

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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 partner end to end as the single dedicated point of contact, building the partnership framework and driving performance against support KPIs like CSAT, response-time SLAs, QA score, and escalation rate. Partner with Support to shape routing and escalations, design scalable workflows as agent volume grows, and manage workforce planning with Zendesk-based operational tooling. Embed with the vendor to catch issues early and set quality, enablement, and hiring standards.
Location: New York
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Manager level

Key Responsibilities

  • •Serve as the primary, fully dedicated point of contact for Harvey’s BPO partner and own the relationship end to end.
  • •Build and implement the partnership framework, driving vendor performance against core support metrics through weekly check-ins and monthly/quarterly business reviews.
  • •Partner with Harvey support to make routing and escalation decisions, defining what the vendor handles by tier and channel.
  • •Design and deliver scalable workflows as volume grows, and avoid manual repetition by improving the operating model.
  • •Own workforce management for the partnership end to end, including staffing plans, capacity forecasts, and WFM tooling and process; stay embedded in day-to-day operations.

Pay and Benefits

Salary: USD 151,100 - 181,300

Key Requirements

  • •Proven experience owning a BPO or outsourced vendor relationship end to end as the single point of contact.
  • •Experience keeping vendors accountable to SLAs and support metrics using a regular operating cadence and independent data.
  • •Hands-on knowledge of Zendesk configured across blended FTE and vendor teams, including routing, permissions, and escalation paths.
  • •Track record defining quality and enablement standards with a vendor’s QA and training functions, with strong pushback when needed.
  • •AI fluency to explain how AI and automation reshape vendor-delivered support and how the partnership should evolve.
Experience:BPOOutsourced vendorCustomer support
Skills:OwnershipData-driven accountabilityCross-functional stakeholder managementProgram managementVendor performance management
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