Manager, CX Knowledge & Enablement

The role

You will build and lead the knowledge infrastructure and enablement team for customer experience. This includes owning knowledge strategy, support competency standards, and quality systems to help CX specialists succeed.

What you will do

• Own the end to end knowledge infrastructure strategy, architecture, and governance.
• Architect knowledge to be structured and reliable for human and AI consumers.
• Own standards for support competency and readiness measurement.
• Own the quality system as a diagnostic layer on top of the infrastructure.
• Build the release-to-readiness loop with Product and Product Ops.
• Design a balanced learning strategy using various formats like instructor-led and self-paced modules.
• Build and lead the team that maintains the system.
• Measure system effectiveness through downstream outcomes like ramp time and resolution quality.
• Use AI to generate and maintain content and automate enablement tasks.
• Partner with AI Support, Engineering, Product, and GTM Enablement.

Required qualifications

• 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.
• 4+ years managing teams in a high-volume environment serving enterprise customers.
• Demonstrated experience in architecting knowledge to be serviceable at scale.
• Experience owning a consolidation or platform migration.
• Experience launching, managing, and improving knowledge or training platforms.
• Data-driven approach to measuring impact.
• Strong instructional design range.
• Experience working in fast release cycles.
• Deep familiarity with AI-assisted support workflows.
• Experience building content for AI systems as well as people.
• Strong cross-functional instincts.
• Excellent communication skills.

Nice to have

• experience supporting a legal, regulated, or otherwise high-stakes customer base

About the company

Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.