CX Vendor Manager

Harvey seeks a full-time, remote CX Vendor Manager to serve as the dedicated owner of its BPO partnership. This role requires establishing performance frameworks, managing workforce capacity, and ensuring adherence to support metrics like CSAT and response times. Candidates must possess proven experience in end-to-end vendor management, hands-on Zendesk knowledge for blended teams, and the ability to integrate AI into service delivery. The position demands a fast-paced work style and the capability to build scalable processes from the ground up while maintaining high quality standards.

Key details

• Compensation is listed between $151,100 and $181,300 USD.
• The position is full-time and fully remote.
• Candidates must have experience managing BPO or outsourced vendor relationships.
• Proficiency with Zendesk for blended teams is required.
• The role involves defining quality standards and workforce management processes.