Manager, CX Knowledge & Enablement

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About the role

WHY HARVEY At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come. This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched. Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you. At Harvey, the future of professional services is being written today — and we’re just getting started. ROLE OVERVIEW Harvey is building a world-class support function, and the pace at which our product evolves means enablement is the infrastructure our customer experience runs on. We're looking for a Manager of CX Knowledge & Enablement to build that infrastructure and lead the team that owns it. The function is new as of this quarter. The foundation exists; most of what it needs to become does not. Reporting to the CX Operations Manager, you will manage the Enablement team and own the knowledge infrastructure that customer-facing and AI-assisted work runs on, along with the competency and quality programs built on top of it: onboarding, ongoing product and process training, and quality assurance. You'll define what this function is responsible for, what it deliberately isn't, and the roadmap that gets it there. Your goal is to help CX specialists succeed: build confidence, develop the skills to handle complex customer issues, and consistently meet their performance targets through practical learning and support tailored to their needs. You'll lead a team that carries the execution, and you'll stay hands-on through a build phase where most of the system doesn't exist yet: designing the architecture, writing the first version of the standards, proving the model before handing it off. This is a role for someone with a point of view on where support enablement is headed in an AI-assisted org, and the bias for execution to get there. WHAT YOU'LL DO - Own the knowledge infrastructure strategy end to end: the architecture, the consolidation path off our current fragmented surfaces, the governance model, and the platform decisions. This covers the full content surface: enablement and training, product best practices, troubleshooting, and product support. - Architect that knowledge to be structured, retrievable, and reliable enough to serve both human and AI consumers. - Own the standards for support competency at Harvey: what "ready" means from onboarding through mastery, how it's measured, and how readiness is maintained against a product that changes weekly. - Own the quality system as the diagnostic layer on top of the infrastructure. Where knowledge is wrong, missing, or unfindable it should route back into the platform rather than into a training backlog. - Build the release-to-readiness loop with Product and Product Ops and the mechanism that converts what's shipping into organizational readiness ahead of the ticket volume. - Design a balanced, audience-appropriate learning strategy. Choose the right mix of instructor-

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