Manager, CX Knowledge & Enablement

📋 Description

• Own the knowledge infrastructure strategy end to end: the architecture, the consolidation path off
• Architect knowledge to be structured, retrievable, and reliable enough to serve both human and AI
• Own the standards for support competency at Harvey: what 'ready' means from onboarding through
• Own the quality system as the diagnostic layer on top of the infrastructure; where knowledge is
• Build the release-to-readiness loop with Product and Product Ops and the mechanism that converts
• Design a balanced, audience-appropriate learning strategy, choosing the right mix of instructor-led

🎯 Requirements

• 8+ years across knowledge management, support enablement, education, trust & safety, or a
• Demonstrated experience in architecting knowledge to be serviceable at scale; built a knowledge
• A point of view on what enablement becomes when agents handle the first line and specialists only
• Track record of owning a consolidation or platform migration that retired fragmented surfaces and
• Experience launching, managing, and improving knowledge or training platforms, with measurable
• Data-driven approach to measuring impact: comfortable defining success metrics, instrumenting ramp

🎁 Benefits

• Offers Bonus
• Offers Equity
• Salary range: $144,000 – $216,000 USD per year