Vendor Partnership Lead - AI-Driven Support

Harvey; London (KY); On-site; USD 110,000 - 160,000; Full time

Job summary

Harvey is seeking a CX Vendor Manager to lead a new BPO partnership and own end-to-end vendor relationships. You will define frameworks, manage SLAs, CSAT, and escalation processes, and collaborate with Harvey's support teams to route work effectively.

The role demands scaling workflows, workforce planning, and embedding QA and AI-driven improvements. Ideal candidates bring hands-on Zendesk experience across blended teams, a proven track record of maintaining performance data, and a readiness to

Qualifications

• Proven experience owning a BPO/vendor relationship end to end.
• Ability to operate at Harvey's rapid pace and high bar.
• Track record keeping vendors to SLAs with independent data.
• Hands-on Zendesk across blended FTE and vendor teams.
• Able to extract more value via leverage points beyond standard playbooks.
• Defined QA and training standards with vendor functions.
• Fluent in AI/automation impact on vendor-delivered support.
• Strong general program management without a pre-existing system.

Responsibilities

• Serve as the primary, fully dedicated point of contact for the BPO partner.
• Define and implement framework for the new partnership and measure against CSAT, response times, QA, and escalation rates.
• Collaborate with Harvey's support team to route work appropriately by tier and channel.
• Design scalable workflows and processes as volume grows.
• Own staffing plans, capacity forecasts, and WFM tooling for the partnership.
• Monitor day-to-day operations to catch issues on the floor before reporting.
• Set quality, enablement, and hiring standards with the vendor and internal teams.
• Shape AI and automation strategy within the vendor's service delivery.

Skills

Vendor management

BPO ownership

Zendesk expertise

SLA governance

QA & training

AI fluency

Cross-functional collaboration

Program management

Tools

Zendesk

Job description

Harvey is seeking a CX Vendor Manager to lead a new BPO partnership and own end-to-end vendor relationships. You will define frameworks, manage SLAs, CSAT, and escalation processes, and collaborate with Harvey's support teams to route work effectively.

The role demands scaling workflows, workforce planning, and embedding QA and AI-driven improvements. Ideal candidates bring hands-on Zendesk experience across blended teams, a proven track record of maintaining performance data, and a readiness to