Manager, CX Knowledge & Enablement
Hybrid (San Francisco), Hybrid (Remote), Hybrid (New York)$144k - $216kFull-timePosted 5d ago
About the role
Leading the development and operation of Harvey's CX knowledge infrastructure and enablement programs. Build and scale a team and system that supports onboarding, product/process training, quality assurance, and readiness for both human agents and AI-assisted workflows in a fast-changing, high-volume enterprise environment.
Responsibilities
- Own the knowledge infrastructure strategy end to end: architecture, consolidation, governance, and platform decisions across enablement, training, product best practices, troubleshooting, and product support.
- Architect knowledge to be structured, retrievable, and reliable for human and AI consumers.
- Own standards for support competency from onboarding through mastery and how readiness is maintained amid weekly product changes.
- Own the quality system as the diagnostic layer to route issues back into the platform.
- Build the release-to-readiness loop with Product and Product Ops to convert shipping features into organizational readiness.
- Design a balanced, audience-appropriate learning strategy using instructor-led, self-paced, written docs, video, peer learning, and in-workflow guidance.
- Build and lead the team maintaining the system: hire ahead of need, maintain high standards, scale with the organization.
- Measure system impact via ramp time, performance targets, speed to competency on new releases, resolution quality, and deflection through self-serve and agent-handled resolution; include qualitative feedback and action plans.
- Leverage AI in content generation, gap detection from ticket signals, and automating non-core enablement tasks; elevate team leverage.
- Partner with AI Support, Engineering, Product, and GTM Enablement to ensure the knowledge layer serves all surfaces that depend on it, owning the agent-facing content itself.
Qualifications
- 8+ years in knowledge management, support enablement, education, trust & safety, or related function, including team leadership and owning a system.
- 4+ years managing teams in a high-volume environment serving enterprise customers.
- Experience architecting scalable knowledge systems servicing large user and AI populations, with documented architecture decisions.
Skills
Required:Knowledge infrastructure architectureContent, training, and learning designQuality and measurement
Benefits
- Comprehensive health, dental and vision coverage
- 401(k) with match up to 4%
- Flexible PTO
- Equity and bonus eligibility
Last updated Oct 22, 2026. Interested? Apply on the company site.
About Harvey
Professional Class AI
Harvey is a platform built to meet the standards of the world’s leading professional service firms.
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