Vendor Management Specialist

Job Summary

Owning the relationship with Harvey's BPO partner, the full-time remote Vendor Management Specialist will manage vendor performance against support metrics, implement scalable solutions, and ensure accountability through regular check-ins and business reviews.

Key responsibilities

• Serve as the primary point of contact for the BPO partnership, managing the relationship end to end
• Build and implement a framework for the partnership, overseeing vendor performance against key support metrics
• Collaborate with the support team to make strategic decisions on vendor work allocation and manage workforce planning

Required qualifications

• Proven experience managing a BPO or outsourced vendor relationship as the single point of contact
• Hands-on knowledge of Zendesk and its configuration for blended teams
• Experience holding vendors accountable to SLAs and support metrics with independent data
• AI fluency and understanding of how automation impacts vendor-delivered support
• Demonstrated ability to establish processes and standards without an existing playbook