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Harvey

Manager, CX Knowledge & Enablement

Who can apply: Only open to applicants in: New York.
Location as listed by the employer: “San Francisco; Remote; New York”
Apply on Harvey's site ↗

Opens the employer's official application page.

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About this role

Harvey is hiring for a Manager, CX Knowledge & Enablement role (full-time). See the official posting for full details.

Requirements

  • 8+ years across knowledge management, support enablement, education, trust & safety, or a related function, including experience building or leading a team and owning a system rather than a program.
  • 4+ years managing teams in a high-volume environment serving enterprise customers.
  • Demonstrated experience in architecting knowledge to be serviceable at scale. You've built a knowledge system serving a large user and AI agent population, and you can speak to the architecture decisions and what they b…
  • A point of view on what enablement becomes when agents handle the first line and specialists only see the hard cases: how the competency bar moves, what training is for, and which parts of the traditional playbook stop…
  • Track record of owning a consolidation or platform migration that retired fragmented surfaces and got an organization onto one system.
  • Experience launching, managing, and improving knowledge or training platforms, with measurable operational improvement to show for it.
  • Data-driven approach to measuring impact: comfortable defining success metrics, instrumenting ramp, quality, and resolution outcomes, and using what they show to decide where to invest.
  • Strong instructional design range, including the judgment to choose the right format for each learning need and to adapt content for different audiences, tenure levels, and learning preferences.

Summarized from the employer's posting — check the full posting for every requirement.