Manager, CX Knowledge & Enablement
San Francisco · USD 144,000-216,000 · 8+ years experience · Full-time · Hybrid · Posted Oct 15, 2026
At a glance
- Experience
- 8+ years experience
- Employment
- Full-time
- Workplace
- Hybrid
- Location
- San Francisco
- Salary
- USD 144,000-216,000
About the role
- Harvey is looking for a Manager of CX Knowledge & Enablement to build the infrastructure and lead the team that owns it.
- You will manage the Enablement team and own the knowledge infrastructure that customer-facing and AI-assisted work runs on, along with competency and quality programs.
- This role combines hands-on building during an early phase with strategic leadership in an AI-assisted organization.
Responsibilities
- Own the knowledge infrastructure strategy end to end: the architecture, the consolidation path off our current fragmented surfaces, the governance model, and the platform decisions.
- Architect that knowledge to be structured, retrievable, and reliable enough to serve both human and AI consumers.
- Own the standards for support competency at Harvey: what "ready" means from onboarding through mastery, how it's measured, and how readiness is maintained against a product that changes weekly.
- Own the quality system as the diagnostic layer on top of the infrastructure.
- Build the release-to-readiness loop with Product and Product Ops and the mechanism that converts what's shipping into organizational readiness ahead of the ticket volume.
- Design a balanced, audience-appropriate learning strategy across instructor-led sessions, self-paced modules, written documentation, short-form video, peer learning, and in-workflow guidance.
- Build and lead the team that maintains the system: hire ahead of need, set a high bar, and scale the team's capability in step with the organization it serves.
- Measure the system by its downstream outcomes: specialist ramp time, attainment of performance targets, speed to competency on new releases, resolution quality, and deflection.
- Use AI in the work itself, generating and maintaining content, detecting staleness and gaps from ticket signal, and automating enablement parts.
- Partner with the AI Support team, Engineering, Product, and GTM Enablement to make sure the knowledge layer serves every surface that depends on it, and own the agent-facing content itself.
Requirements
- 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 rather than a program.
- Demonstrated experience in architecting knowledge to be serviceable at scale, having built a knowledge system serving a large user and AI agent population.
- A point of view on what enablement becomes when agents handle the first line and specialists only see the hard cases.
- Track record of owning a consolidation or platform migration that retired fragmented surfaces and got an organization onto one system.
- Experience launching, managing, and improving knowledge or training platforms, with measurable operational improvement to show for it.
- Data-driven approach to measuring impact: comfortable defining success metrics, instrumenting ramp, quality, and resolution outcomes.
- Strong instructional design range, including the judgment to choose the right format for each learning need.
- Experience working in fast release cycles and adapting content rapidly as products and processes evolve.
- Deep familiarity with AI-assisted support workflows and what it takes for an agent and a specialist to handle complex technical customer issues with confidence.
- Strong cross-functional instincts to partner across Product, Engineering, AI, and GTM.
Preferred qualifications
- Experience supporting a legal, regulated, or otherwise high-stakes customer base.
Skills
- AI
- Instructional Design
