Vendor Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary and fully dedicated liaison for Harvey's BPO partner, managing the relationship from start to finish.

• Develop and establish the framework for the new partnership.

• Oversee vendor performance metrics such as CSAT, response time SLAs, QA scores, and escalation rates through weekly check-ins and monthly/quarterly business reviews.

• Collaborate with Harvey's support team on routing and escalation decisions involving both vendor and in-house tasks.

• Create and implement scalable solutions and workflows as volume increases.

• Manage workforce planning, including staffing strategies, capacity forecasts, WFM tools, and processes.

• Remain actively involved in daily vendor operations to pinpoint training, performance, and QA challenges.

• Establish vendor quality, enablement, and hiring benchmarks in conjunction with Harvey's enablement team and the vendor's training organization.

• Influence the integration of AI and automation in vendor service delivery and ensure alignment of vendor systems strategy with Harvey's support and product vision.

⛳️ Requirements

• Demonstrated experience managing a BPO or outsourced vendor relationship from beginning to end as the sole point of contact.

• Ability to thrive in Harvey's fast-paced environment.

• Experience in holding vendors accountable for SLAs and support metrics through a consistent operating rhythm and independent data analysis.

• Practical knowledge of Zendesk configured for blended FTE and vendor teams, including ticket routing, permissions, and escalation processes.

• Proven track record of enhancing value from vendor or partner relationships through the introduction of new capabilities, AI, or structural modifications.

• Experience in defining quality and enablement standards in collaboration with vendor QA and training functions.

• Required fluency in AI, including substantial knowledge of AI and automation in vendor-delivered support.

• General program management experience in establishing SLAs, reporting rhythms, and staffing methodologies from the ground up.

• Capacity to identify cross-functional stakeholders and quickly foster effective working relationships.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• Flexible working arrangements and a supportive work environment.