Vendor Manager

About the role

This role owns the end to end success of Harvey's BPO partnership as a fully dedicated extension of our internal support organization. You will operate at the intersection of vendor management, operations, and customer experience, driving performance against strict support metrics. You are accountable for the quality and character of Harvey's customer interactions delivered through this channel. The position requires rapid decision making and comfort with significant ambiguity in a fast scaling environment. You will translate Harvey's high bar for service into concrete standards for a third party. Your work directly shapes the frontline experience of our customers. If you thrive on ownership and building systems from scratch, this role is for you.

Key facts

What you'll do

• Serve as the single, fully dedicated point of contact for Harvey's BPO partner, owning the relationship end to end from strategy to day to day execution.
• Build and implement the partnership framework from the ground up, then own the vendor's performance against Harvey's core support metrics, CSAT, response time SLAs, QA score, and escalation rate through a tiered cadence of weekly check-ins and monthly or quarterly business reviews, personally accountable for those outcomes rather than only reporting on them.
• Partner with Harvey's support team to make strategic routing and escalation decisions, determining what work the vendor handles versus what remains in-house, segmented by tier and channel.
• Design and deliver scalable solutions and workflows as volume grows, shifting from ad hoc fixes to repeatable processes that eliminate manual work.
• Own workforce management for the partnership end to end, including staffing plans, capacity forecasts, and the WFM tooling and processes that support it, starting scrappy and formalizing as volume increases.
• Stay embedded in the vendor's day to day operations so that issues in training, performance, and QA are caught on the floor before they escalate to reports.
• Define the quality, enablement, and hiring bar that the vendor must staff, train, and manage against, collaborating closely with Harvey's enablement team and the vendor's training organization.
• Shape how AI and automation factor into the vendor's service delivery, aligning the vendor's system strategy with Harvey's broader support and product vision.
• Own the end to end vendor lifecycle, from onboarding and training to continuous performance improvement and offboarding if needed.
• Translate Harvey's strategic support vision into concrete requirements and guardrails for the vendor.
• Drive continuous improvement by analyzing performance data, identifying root causes, and implementing corrective actions quickly.
• Act as the bridge between Harvey's internal teams and the external vendor, ensuring alignment on priorities, timelines, and expectations.
• Maintain detailed documentation of processes, decisions, and SLAs to ensure consistency and institutional knowledge.
• Proactively surface risks and dependencies to Harvey's leadership, offering recommended actions and tradeoffs.

Requirements

• Proven experience successfully owning a BPO or outsourced vendor relationship end to end, acting as the single point of contact for the engagement.
• Comfortable operating at Harvey's rapid pace, which is consistently the hardest bar for otherwise strong vendor managers to clear.
• Has kept a vendor accountable to SLAs and support metrics through a regular operating cadence, backed by independent data rather than only the vendor's own reporting.
• Hands-on knowledge of Zendesk configured across blended FTE and vendor teams, including ticket routing, permissions, and escalation paths that keep both sides working cleanly in the same system.
• Has found a way to get meaningfully more value out of a vendor or partner relationship than the standard playbook would produce, spotting a leverage point such as a new capability, a shift like AI, or a structural change that most people in the seat would have missed.
• Proven track record defining quality and enablement standards with a vendor's QA and training functions, pushing back when scoring or training does not hold up and keeping teams aligned on product knowledge, content updates, and quality feedback.
• AI fluency is required: can speak concretely about how AI and automation are reshaping vendor delivered support, and has factored that into how a partnership like this should evolve.
• General program management experience: has stood up processes end to end, including SLAs, reporting cadences, staffing approaches, without an existing system or playbook to build from.
• Knows how to identify the right cross functional stakeholders early and builds working relationships with them fast enough to keep pace with Harvey's pace of execution.

Nice to have

• Experience working with AI enabled support tools and platforms relevant to a BPO model.
• Background in regulated industries where quality, compliance, and auditability are critical.
• Track record of improving support metrics through automation, workflow redesign, or structural change.

Practical notes

This is a full time role based in New York. The position requires significant availability for overlap with Harvey's core working hours. Travel is not required. Visas must be sponsored if applicable.