Vendor Manager
Owns Harvey’s BPO customer-support partnership, including vendor performance, workforce management, quality, enablement, routing, and scalable workflows. The role requires hands-on Zendesk expertise, strong program management, AI fluency, and a track record of holding outsourced providers accountable to support outcomes.
About the job
Responsibilities
- Serve as the primary, dedicated point of contact for the BPO partner, owning the relationship end to end.
- Build and implement the framework for the partnership and own performance against support metrics, including CSAT, response-time SLAs, QA scores, and escalation rates.
- Establish weekly check-ins and monthly/quarterly business reviews using independent performance data.
- Partner with the support team on routing and escalation decisions, determining which work the vendor handles versus what remains in-house by tier and channel.
- Design scalable workflows and solutions as volume grows.
- Own workforce management, including staffing plans, capacity forecasts, and WFM tooling and processes.
- Stay embedded in day-to-day vendor operations to identify training, performance, and QA issues early.
- Define quality, enablement, and hiring standards with internal enablement and vendor training teams.
- Shape the use of AI and automation in vendor service delivery and connect vendor systems strategy to the broader support and product vision.
Requirements
- Proven experience owning a BPO or outsourced vendor relationship end to end as the single point of contact.
- Ability to operate effectively in a fast-paced environment.
- Experience holding vendors accountable to SLAs and support metrics through a regular operating cadence and independent data.
- Hands-on knowledge of Zendesk configured across blended FTE and vendor teams, including ticket routing, permissions, and escalation paths.
- Track record of improving vendor or partner relationships beyond standard playbooks.
- Experience defining quality and enablement standards with vendor QA and training functions.
- Fluency in AI and automation, including their impact on vendor-delivered support.
- General program management experience, including establishing processes, SLAs, reporting cadences, and staffing approaches from the ground up.
- Ability to identify cross-functional stakeholders and build effective working relationships quickly.
Compensation
- $151,100 - $181,300 USD, depending on location.
Skills
Zendesk, AI, Automation, Bpo Management, Vendor Management, Workforce Management, Capacity Forecasting, Service Level Agreements, Quality Assurance, Customer Satisfaction
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