Vendor Manager
Owns Harvey’s outsourced customer support partnership, including vendor performance, workforce management, quality, routing, and scalable operating processes. The role requires end-to-end BPO ownership, Zendesk expertise, strong program management, and fluency in AI-enabled support operations.
About the job
Responsibilities
- Own the BPO partner relationship end to end as Harvey’s dedicated point of contact.
- Build and implement the partnership framework and manage performance against CSAT, response-time SLAs, QA scores, and escalation rates.
- Establish weekly check-ins and monthly or quarterly business reviews using independent performance data.
- Partner with the support team on routing and escalation decisions across tiers and channels.
- Design scalable workflows and solutions as support volume grows.
- Own workforce management, including staffing plans, capacity forecasts, and workforce-management 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 Harvey’s enablement team and the vendor’s training organization.
- Shape the role of AI and automation in vendor service delivery and align vendor systems with Harvey’s support and product vision.
Requirements
- Proven experience owning a BPO or outsourced vendor relationship end to end.
- Experience holding vendors accountable to SLAs and support metrics through a regular operating cadence.
- Hands-on knowledge of Zendesk configured across blended FTE and vendor teams, including ticket routing, permissions, and escalation paths.
- Demonstrated ability to increase value from vendor or partner relationships through new capabilities, AI, or structural changes.
- Experience defining quality and enablement standards with vendor QA and training teams.
- Ability to maintain alignment on product knowledge, content updates, and quality feedback.
- Fluency in AI and automation as applied to vendor-delivered support.
- General program management experience standing up SLAs, reporting cadences, and staffing approaches from scratch.
- Ability to identify and build relationships with cross-functional stakeholders quickly.
Compensation
- $151,100 - $181,300 USD
Skills
Zendesk, Bpo Management, Vendor Management, Workforce Management, Capacity Forecasting, Service-Level Agreements, Customer Satisfaction, Quality Assurance, Escalation Management, AI Automation
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