Manager, CX Knowledge & Enablement

Harvey is an enterprise AI platform transforming professional services by combining advanced agentic AI, domain expertise, and a scalable platform to reshape how knowledge work gets done. The company has achieved strong product-market fit, secured world-class funding, and is scaling rapidly while defining an entirely new category in real time.

Harvey operates with three core values: Decisiveness, Simplicity, and Job's Not Finished. The team moves quickly, takes ownership, stays close to customers, and maintains a high bar for excellence. This is an opportunity to build meaningful work at a genuine inflection point, with exceptional potential for personal, professional, and financial growth.

The Customer Experience team at Harvey is establishing a world-class support function, and you will lead it as Manager of CX Knowledge & Enablement. Since the product evolves at a rapid pace, enablement serves as the backbone infrastructure that enables customer-facing work. This is a newly created function where the foundation exists, but most of what it needs to become does not yet. You'll report to the CX Operations Manager, manage the Enablement team, and own the knowledge infrastructure that powers both human and AI-assisted customer work.

What you'll do

• Own the end-to-end knowledge infrastructure strategy, including architecture, consolidation from fragmented systems, governance, and platform decisions across enablement, training, best practices, troubleshooting, and support content.

• Structure knowledge to be organized, retrievable, and reliable enough to serve both human specialists and AI agents effectively.

• Define support competency standards at Harvey: what readiness means from onboarding through mastery, how it's measured, and how competency is maintained as the product changes weekly.

• Lead the quality system as a diagnostic layer that routes knowledge gaps, errors, and missing content back into the platform rather than into training backlogs.

• Build the release-to-readiness workflow with Product and Product Ops to convert shipping features into organizational readiness ahead of customer demand.

• Design balanced learning strategies, selecting the right mix of instructor-led sessions, self-paced modules, documentation, video, peer learning, and in-workflow support for different audiences and urgency levels.

• Build and lead the Enablement team, hiring ahead of need, maintaining a high bar, and scaling capability in step with organizational growth.

• Measure system effectiveness through downstream outcomes: specialist ramp time, performance target attainment, speed to competency on new releases, resolution quality, and self-serve deflection; combine quantitative metrics with specialist feedback to inform leadership reporting.

• Leverage AI within the enablement function itself to generate content, detect staleness and gaps from ticket patterns, and automate work that doesn't require human involvement.

• Partner with AI Support, Engineering, Product, and GTM Enablement to ensure the knowledge layer serves all dependent surfaces.

What you'll bring

• Eight or more years working in knowledge management, support enablement, education, trust and safety, or a related discipline, including experience building or leading a team and owning a system rather than a program.

• Demonstrated expertise architecting knowledge infrastructure at scale, having built systems serving large populations of both human users and AI agents; you can articulate the architecture decisions and their impact.

• A clear perspective on how enablement evolves when AI agents handle first-line support and specialists focus on complex cases: how the competency bar shifts, what training becomes, and which traditional approaches no longer apply.

• A track record owning consolidation or platform migrations that retired fragmented systems and unified organizations onto single platforms.

What they offer

• Fully remote position available worldwide, allowing you to work from anywhere.

• Exceptional growth opportunity at a generational company at an inflection point with strong investor backing and rapid scaling.

• High-impact work alongside a team committed to excellence, with potential for substantial personal and financial growth.