CX Vendor Manager @Harvey

Overview

The CX Vendor Manager role at Harvey involves managing the relationship with a BPO partner and ensuring excellent customer support experiences. Harvey is transforming how legal and professional services operate using AI and a robust platform.

Key Responsibilities

• Serve as the primary point of contact for the BPO partner, owning the relationship end to end.
• Build and implement a framework for the partnership, managing the vendor's performance against support metrics.
• Collaborate with the support team on routing and escalation decisions.
• Design scalable solutions as service volume grows.
• Manage workforce planning and forecasting for the partnership.
• Monitor day-to-day operations of the vendor for performance issues.
• Define quality and training standards for the vendor's staff.
• Shape AI and automation integration in service delivery.

Requirements

• Proven experience managing a BPO or outsourced vendor relationship.
• Able to operate at a rapid pace, maintaining vendor accountability.
• Hands-on knowledge of Zendesk.
• Ability to leverage vendor relationships for enhanced value.
• Experience in defining quality and training standards.
• Fluency in AI applications in customer support.
• General program management skills in process and SLA development.
• Experience in building cross-functional relationships quickly.

Benefits

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

Location

Remote.

How to Apply

For applications and inquiries, please contact accommodations@harvey.ai.