harvey - Senior Manager, User Operations
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Requirements
• 7+ years of experience in customer support or user operations, with 4+ years managing managers or leading multi-team organizations in a fast-paced, high-growth environment. • Demonstrated track record of developing strong managers, not just delivering results through individual teams. • Direct experience scaling a support or operations org through a high-growth inflection point; you know what breaks at each stage and how to get ahead of it. • Strong ability to synthesize complex operational data into clear narratives and actionable recommendations for senior leadership. • Proven ability to drive sustained performance improvement through goal-setting, accountability systems, and direct coaching rather than direct execution. • Experience working cross-functionally with Product, Engineering, and Go-to-Market teams, with the credibility and communication skills to influence without authority. • AI-native mindset: you actively use AI tooling to find leverage, build it into how your teams work, and think about automation as a first-order input to operational design — not an afterthought. • Comfortable operating at pace. Harvey moves faster than most companies; candidates who thrive here have lived that before and found it energizing, not exhausting. • Strong analytical mindset; moves fluidly between high-level trends and ground-level detail. • Fluency with Zendesk and other operational tooling platforms.
Responsibilities
• People Leadership & Manager Development • Lead, coach, and develop a growing team of User Operations Managers by holding a high bar for people management quality including 1:1 effectiveness, performance management, and team culture. • Set clear expectations and hold experienced-managers accountable. This team brings real depth, and your job is to calibrate standards, surface gaps early, and drive performance with directness and care. • Act as a thought partner and escalation point for your managers on complex personnel decisions, team dynamics, and performance situations. • Partner with recruiting to bring in exceptional managers and ensure a strong onboarding experience that drives rapid time-to-impact. • Performance Ownership & Trend Synthesis • Own the performance health of your teams end to end — tracking and interpreting metrics across volume, quality, SLA adherence, CSAT, and team productivity. • Synthesize signals from across your teams to identify systemic trends, root causes, and improvement opportunities, and translate those into clear, actionable recommendations. • Establish and maintain a regular cadence of reporting and visibility into performance — leadership should always have an accurate picture of what is working and what is not. • Recognize when a pattern is localized versus org-wide, and calibrate response accordingly. • Cross-Functional Collaboration & Escalations • Serve as the primary User Operations representative in ongoing cross-functional relationships with Product, Engineering, and Go-to-Market teams. • Own escalation resolution for high-stakes or complex customer situations that require senior judgment. • Partner closely with Support Operations on process and program improvements — you own the people and performance side; they own the tooling and systems infrastructure. • Represent the voice of the frontline in planning conversations, ensuring operational realities are reflected in product and process decisions. • Strategy & Roadmap Ownership • Drive the people and performance roadmap for your region — owning prioritization and execution of improvements to how your managers and their teams operate. • Identify structural gaps in how the org operates, propose solutions before they become problems, and execute them in partnership with Support Operations for anything tooling or process-related. • Bring an AI-first lens to everything: actively identify where automation, tooling, and AI integration can create leverage for your teams and reduce the operational burden on leadership. • Stay current on support industry trends, tooling, and best practices — and bring that external perspective into internal planning.
Benefits
• At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come. • $184,000 - $276,000 • DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922].
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