Harvey11 days ago
Менеджер поставщиков
Salary not specified
MARKET
12,592 ₽median for this role
IT Support / Helpdesk · 55 jobs with disclosed pay
5,714half of the offers: 8,458–16,667130,000
The employer didn't disclose pay — compare with the market yourself.
Полная занятостьLondon
Responsibilities
- 01Serve as the primary, fully dedicated point of contact for Harvey's BPO partner, owning the relationship end to end
- 02Build and implement the framework for this new partnership, 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/quarterly business reviews, personally accountable for those outcomes, not just for reporting on them
- 03Partner with Harvey's support team to make strategic routing and escalations decisions, what work the vendor handles versus what stays in-house, by tier and channel
- 04Design and deliver scalable solutions and workflows as volume grows, rather than solving the same problem manually every time it recurs
- 05Own workforce management for the partnership end to end: staffing plans, capacity forecasts, and the WFM tooling and process built to support it, starting scrappy and formalizing as volume grows
- 06Stay embedded in the vendor's day-to-day operations so problems in areas such as training, performance, and QA are caught on the floor before they show up in a report
- 07Define the quality, enablement, and hiring bar the vendor must staff, train, and manage against, in collaboration with Harvey's enablement team and the vendor's training organization
- 08Shape how AI and automation factor into the vendor's service delivery, and connect what the vendor system strategy is to Harvey's broader support and product vision
Requirements
- 01Proven experience successfully owning a BPO or outsourced vendor relationship end to end, as the single point of contact
- 02Comfortable operating at Harvey's rapid pace, not a typical enterprise speed
- 03Has kept a vendor accountable to SLAs and support metrics through a regular operating cadence, backed by independent data rather than just the vendor's own reporting
- 04Hands-on knowledge of Zendesk configured across blended FTE and vendor teams: ticket routing, permissions, and escalation paths that keep both sides working cleanly in the same system
- 05Has 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 that most people in the seat would have missed
- 06Proven track record defining quality and enablement standards with a vendor's QA and training functions, pushing back when scoring or training doesn't hold up, and keeping teams aligned on product knowledge, content updates, and quality feedback
- 07AI fluency is required: can speak concretely to how AI and automation are reshaping vendor-delivered support, and has factored that into how a partnership like this should evolve
- 08General program management: has stood up processes end to end, SLAs, reporting cadences, staffing approaches, without an existing system or playbook to build from
- 09Knows how to identify the right cross-functional stakeholders early, and builds working relationships with them fast enough to keep a program like this moving