Manager, CX Knowledge & Enablement
Harvey · San Francisco
About this role
## Manager, CX Knowledge & Enablement ### Why Harvey Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. We’re scaling fast, defining a new category in real time, and building a generational company at a true inflection point. ### Role Overview Harvey is building a world-class support function. Because our product evolves quickly, **enablement is the infrastructure** that customer experience runs on. We’re looking for a **Manager of CX Knowledge & Enablement** to build and lead a new function (new as of this quarter). You’ll report to the **CX Operations Manager** and own the knowledge infrastructure that supports both **customer-facing** and **AI-assisted** work—along with the competency and quality programs built on top of it, including: - onboarding - ongoing product and process training - quality assurance You’ll define what this function is responsible for (and what it isn’t), and drive the roadmap to get there. Your goal is to help CX specialists succeed by building confidence, developing skills for complex issues, and consistently meeting performance targets through practical learning and support tailored to their needs. You’ll lead execution and stay hands-on during a build phase where much of the system doesn’t yet exist—designing architecture, writing initial standards, and proving the model before handing it off. ### What You’ll Do - **Own the knowledge infrastructure strategy end to end**: architecture, consolidation path off current fragmented surfaces, governance model, and platform decisions. - **Cover the full content surface**: enablement and training, product best practices, troubleshooting, and product support. - **Architect knowledge to be structured, retrievable, and reliable** for both human and AI consumers. - **Own support competency standards**: what “ready” means from onboarding through mastery, how it’s measured, and how readiness is maintained as the product changes weekly. - **Own the quality system** as the diagnostic layer on top of the infrastructure—routing issues (wrong/missing/unfindable knowledge) back into the platform rather than into a training backlog.
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