CX Knowledge & Enablement Lead

Harvey AI; New York (NY); On-site; USD 144,000 - 216,000; Full time

Job summary

Harvey, Inc. is building a world-class CX knowledge and enablement function to support rapid product evolution and AI-assisted operations.

As Manager of CX Knowledge & Enablement, you will lead the Enablement team and own the knowledge infrastructure that underpins customer-facing and AI workflows. You will define onboarding, training, and quality programs, set governance, and partner with Product, Engineering, and GTM Enablement to ensure readiness across surfaces.

Qualifications

• 8+ years in knowledge management or support enablement with leadership experience.
• Experience architecting scalable knowledge systems for large user and AI populations.
• Strong instructional design and learning strategy capabilities.
• Data-driven approach to measuring impact and guiding investments.
• Cross-functional collaboration across Product, Engineering, AI, and GTM Enablement.

Responsibilities

• Own knowledge infrastructure strategy end to end: architecture, consolidation, governance, and platform decisions.
• Architect knowledge to be structured, retrievable, and reliable for humans and AI.
• Define onboarding, product and process training, and quality standards.
• Own the quality system and route issues back into the platform for resolution.
• Build the release-to-readiness loop with Product and Product Ops.
• Design a balanced learning strategy for each audience and urgency level.
• Lead and scale the Enablement team and monitor performance outcomes.
• Use AI in the work itself: content generation, gap detection, and automation.
• Partner with AI Support, Engineering, Product, and GTM Enablement to align surfaces.

Skills

Knowledge management

Support enablement

Instructional design

Data-driven decisions

Cross-functional collaboration

Job description

Harvey, Inc. is building a world-class CX knowledge and enablement function to support rapid product evolution and AI-assisted operations.

As Manager of CX Knowledge & Enablement, you will lead the Enablement team and own the knowledge infrastructure that underpins customer-facing and AI workflows. You will define onboarding, training, and quality programs, set governance, and partner with Product, Engineering, and GTM Enablement to ensure readiness across surfaces.