Vendor Manager

Harvey
Dublin
Workplace: OnsiteFull timeFunction: Customer Success & Account ManagementSkills: ["Ownership","Operational cadence","Cross-functional collaboration","Quality management","Program management"]

Own Harvey’s BPO vendor partnership end to end as the single dedicated contact, building the partnership framework and driving performance against support metrics like CSAT, SLAs, QA scores, and escalation rates. Partner with support teams on routing and escalation decisions, design scalable workflows as volume grows, and run workforce management (staffing plans, capacity forecasts, and WFM process). Stay embedded in daily operations to catch issues early and define quality, enablement, and hiring standards while shaping how AI and automation evolve vendor service delivery.

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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 vendor partnership end to end as the single dedicated contact, building the partnership framework and driving performance against support metrics like CSAT, SLAs, QA scores, and escalation rates. Partner with support teams on routing and escalation decisions, design scalable workflows as volume grows, and run workforce management (staffing plans, capacity forecasts, and WFM process). Stay embedded in daily operations to catch issues early and define quality, enablement, and hiring standards while shaping how AI and automation evolve vendor service delivery.
Location: Dublin
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, owning the relationship end to end.
  • •Build the partnership framework and drive vendor performance against support metrics (CSAT, response time SLAs, QA score, escalation rate) via weekly check-ins and monthly/quarterly business reviews.
  • •Partner with Harvey support to make strategic routing and escalation decisions on what the vendor handles vs. what stays in-house by tier and channel.
  • •Design and deliver scalable solutions and workflows as volume grows, reducing repeat manual handling.
  • •Own workforce management for the partnership end to end, including staffing plans, capacity forecasts, and WFM tooling/process as volume increases.

Key Requirements

  • •Proven experience owning a BPO/outsourced vendor relationship end to end as the single point of contact.
  • •Track record holding vendors accountable to SLAs and support metrics using independent data and a regular operating cadence.
  • •Hands-on knowledge of Zendesk configured across blended FTE and vendor teams, including ticket routing, permissions, and escalation paths.
  • •Proven experience defining quality and enablement standards with a vendor’s QA and training functions, including pushing back when scoring/training doesn’t meet the bar.
  • •AI fluency to explain how AI/automation reshapes vendor-delivered support and how the partnership should evolve accordingly.
Skills:OwnershipOperational cadenceCross-functional collaborationQuality managementProgram management
Tech Stack:ZendeskAIAutomationSLAsCSATQAWorkforce management (WFM)

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