Role OverviewOwn Harvey's conversational AI and chatbot mandate end to end: the vendor relationship for the platform, the customer-facing Help Center chatbot, and the internal AI agent working inbound email tickets, plus acting as the internal AI expert for the rest of CX Operations.
This is an early-stage, high-leverage mandate. The roadmap is this person's to define, not inherit, and the scope is expected to expand beyond support into broader CX and product-adoption use cases for conversational AI over time.
What You'll Do- The Help Center chatbot and internal email-ticket AI agent are live, owned, and improving against clear metrics
- Other CX leads are getting measurably more out of AI in their own workflows because of this person's involvement
- The vendor relationship is managed proactively - pilots are structured, evaluated, and iterated on with real performance data
- This program is represented credibly to cross-functional leadership in MBR/QBR-style settings
- A team is being built underneath this person as the program's success justifies it
Tooling context: Conversational AI/chatbot platforms (e.g. Sierra, Decagon, Forethought - strong plus if direct experience), Zendesk or similar support platform, reporting/BI tooling
What You Have- Proven track record owning a conversational AI/chatbot program end to end - vendor relationship, roadmap, conversation design and escalation logic, and accountability for the business outcomes. Not scoped or piloted - owned and shipped.
- Fluent in the metrics that prove a program is working: containment rate, deflection rate, resolution quality, CSAT on AI-assisted interactions, human escalation rate - and comfortable building and defending reporting on them
- Real people management experience - hiring, developing, and holding people accountable to clear goals, since this person will grow the team once initial success is achieved
- Strong cross-functional operator: can partner with Support Operations and Engineering so tooling integrates cleanly, and can act as the internal AI expert helping other CX leads move their own metrics
- Comfortable owning a vendor relationship directly - not just using a platform, but managing it
Compensation$155,400 - $233,200 USD
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