CX Vendor Manager @Harvey

Overview

The CX Vendor Manager role at Harvey involves establishing and managing the relationship with the company's BPO partner to enhance customer support excellence. This position is a key component of a fast-scaling company that integrates AI with legal and professional services.

Key Responsibilities

• Serve as the primary point of contact for Harvey's BPO partner, overseeing the relationship comprehensively.
• Build and implement a framework for the partnership, ensuring vendor performance aligns with core support metrics.
• Collaborate with Harvey's support team on strategic routing and escalation decisions between in-house and vendor work.
• Design and deliver scalable solutions and workflows as operational volume increases.
• Manage workforce operations, including staffing plans and capacity forecasts for the partnership.
• Monitor day-to-day vendor operations to address training, performance, and quality assurance issues proactively.
• Define quality and hiring standards for the vendor and collaborate with training teams for effective enablement.
• Incorporate AI and automation into the vendor's service delivery in alignment with Harvey's support and product vision.

Requirements

• Proven experience managing a BPO or outsourced vendor relationship.
• Able to operate effectively in a fast-paced environment.
• Experience maintaining vendor accountability to SLAs and metrics using independent data.
• Hands-on knowledge of Zendesk and its configurations across teams.
• A track record of deriving significant value from vendor partnerships through innovative approaches.
• Experience in defining quality standards with vendor QA and training functions.
• Fluency in AI's implications for vendor support services.
• Skilled in program management, establishing processes and reporting without existing frameworks.
• Ability to quickly establish relationships with cross-functional stakeholders.

Benefits

Compensation ranges from $151,100 to $181,300 USD.

Location

Remote

How to Apply

Please apply through the provided link via Harvey's career page.

Deadline

Not specified.