Manager CX Knowledge and Enablement
4 hours agoLeadSalary: 144K - 216KSan Francisco, Remote, New YorkRemoteFull TimeCustomer SupportJobs by Harvey
HarveyVisit Harvey website
Harvey is an AI platform for legal and professional-services organizations.
Series F+Recently funded
Distributed
About Harvey
Harvey provides agents and collaborative tools for legal work, including legal research, document analysis, secure workspaces, contract intelligence, and organization-level analytics.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead the knowledge and enablement function for customer experience. You will design knowledge architecture, competency and quality systems, release readiness, learning programs, AI-assisted content workflows, and performance measurement while managing and scaling the team.
Requirements
- 8+ years in knowledge management, support enablement, education, trust and safety, or a related function
- Experience building or leading a team
- Experience architecting knowledge systems at scale
- Experience with knowledge consolidation or platform migration
- Experience managing knowledge or training platforms
- Data analysis and metric-definition skills
- Instructional design skills
- Experience with fast release cycles
- Familiarity with AI-assisted support workflows
- Cross-functional collaboration skills
- Communication skills
Responsibilities
- Own the knowledge infrastructure strategy
- Design structured and reliable knowledge for human and AI consumers
- Define and measure support competency standards
- Own the quality system and route knowledge gaps into the platform
- Build product release-to-readiness processes
- Design learning strategies and content formats
- Build and lead the enablement team
- Measure ramp time, performance, resolution quality, and deflection
- Use AI to generate and maintain content
- Partner with Product, Engineering, AI Support, and GTM Enablement
Benefits
- Equity