Vendor Manager

📋 Description

• Serve as the primary, fully dedicated point of contact for Harvey's BPO partner, owning the
• Build and implement the framework for this new partnership, monitor vendor performance across CSAT
• Collaborate with Harvey's support team to decide routing and escalations, determining what work the
• Design scalable solutions and workflows to handle growing volume.
• Own workforce management for the partnership: staffing plans, capacity forecasts, and WFM
• Stay embedded with the vendor to catch training, performance, and QA issues on the floor before

🎯 Requirements

• Proven experience owning a BPO or outsourced vendor relationship end to end as the single point of
• Ability to operate at Harvey's rapid pace and sustain a high bar for vendor managers.
• Experience keeping vendors accountable to SLAs and metrics with independent data.
• Hands-on knowledge of Zendesk across blended FTE and vendor teams: routing, permissions, escalation
• Track record of extracting > value from vendor relationships, identifying leverage points or new
• Proven ability to define QA/enablement standards with a vendor’s QA and training functions.

🎁 Benefits

• Join a fast-growing company shaping a new category in professional services.
• Ambition-driven environment with opportunities for personal, professional, and financial growth.
• Work alongside a team committed to decisiveness, simplicity, and excellence.