CX Knowledge & Enablement Lead (AI-Driven)

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

Job summary

Harvey is building a world-class CX knowledge and enablement function to support AI-assisted customer experiences. As Manager of CX Knowledge & Enablement, you'll own the knowledge infrastructure, define standards, and guide a growing team through a critical build phase.

You'll partner with Product, Engineering, and GTM Enablement to ensure content stays current, scalable, and measurable, with a focus on reducing time to competency and improving support quality.

Qualifications

• 8+ years in knowledge management, support enablement, or related functions.
• Experience building or leading a team and owning a system rather than a program.
• Proven ability to architect knowledge at scale for humans and AI.
• Strong track record with platform migrations or consolidations.
• Experience launching knowledge or training platforms with measurable impact.
• Data-driven approach to measuring ramp, quality, and resolution outcomes.
• Excellent cross-functional collaboration with Product, Engineering, AI, and GTM.

Responsibilities

• Own the knowledge infrastructure strategy end to end, including governance and platform decisions.
• Architect knowledge to be structured and retrievable for humans and AI.
• Define onboarding, training, and quality measures for readiness.
• Lead the Enablement team and ensure alignment with Product and GTM.
• Design a learning mix: instructor-led, self-paced, docs, video, and in-workflow guidance.
• Measure outcomes like ramp time and defect deflection with analytics.
• Build content with AI to automate repetitive enablement tasks.
• Partner with AI Support, Engineering, Product, and GTM Enablement to serve all surfaces.
• Hire ahead of need and scale the team as the organization grows.
• Stay hands-on during build phase and iterate architecture and standards.

Skills

Knowledge management

Support enablement

Team leadership

Platform migration

Content for AI

Data-driven metrics

Instructional design

Cross-functional collaboration

Agile / release cycles

Communication skills

Job description

Harvey is building a world-class CX knowledge and enablement function to support AI-assisted customer experiences. As Manager of CX Knowledge & Enablement, you'll own the knowledge infrastructure, define standards, and guide a growing team through a critical build phase.

You'll partner with Product, Engineering, and GTM Enablement to ensure content stays current, scalable, and measurable, with a focus on reducing time to competency and improving support quality.