Vendor Manager
Core
Single point of contact owning the end-to-end relationship with Harvey's BPO partner to ensure support excellence and operational efficiency.
Role type
Senior CX Vendor Manager
Builds
Scalable support workflows, workforce management systems, and AI-integrated service delivery frameworks for a global support team.
Domain
Professional services / Customer Experience / Outsourced Support
Required skills
BPO/vendor relationship ownership, SLA and metric accountability, Zendesk administration, workforce management planning, AI/automation strategy, quality enablement standards, cross-functional stakeholder management
Preferred skills
Rapid scaling experience, data-driven decision making, process creation from scratch (via careerplan.io/jobs/ddba7b8c-d44b-48f5-982f-c4ca651f5ab3-vendor-manager-at-harvey)
Technologies
Zendesk, WFM tools, AI/automation platforms
Responsibilities
Manage end-to-end BPO partnership performance against CSAT, response time SLAs, QA scores, and escalation rates; Design scalable workflows and staffing plans as volume grows; Embed in vendor operations to catch training and performance issues early; Define quality and enablement standards for vendor teams; Integrate AI and automation into vendor service delivery strategy.
Seniority
Senior, hands-on IC
