harvey - User Operations Manager, US
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Requirements
• 4+ years of experience in customer support or user operations, with 2+ years managing teams in a fast-paced, high-volume environment. • Proven ability to drive accountability and performance through clear goals, metrics, and coaching. • Strong organizational and prioritization skills; thrives on structure and clarity even in ambiguity. • Demonstrated experience scaling support operations and improving processes for efficiency and quality. • Strong analytical mindset with experience interpreting data to make informed operational decisions. • Excellent communication and collaboration skills across Product, Engineering, and Customer Success. • Deep familiarity with Freshdesk, or similar support platforms. • Passion for delivering best-in-class customer experiences and continuously raising the bar for operational excellence.
Responsibilities
• Lead and coach a high-performing team of User Operations Specialists, fostering a culture of urgency, ownership, and continuous improvement. • Set clear performance expectations and hold team members accountable for achieving quality and responsiveness goals. • Oversee day-to-day support operations, ensuring timely resolution of customer issues and adherence to SLAs. • Drive operational efficiency and scalability through process optimization, automation, and proactive resource planning. • Partner cross-functionally with Product, Engineering, and Go-to-Market teams to triage escalations and advocate for customer-impacting improvements. • Analyze key metrics and trends to identify performance gaps, customer pain points, and opportunities for process improvement. • Implement and refine standard operating procedures to support global consistency and high-volume operations. • Hire, onboard, and develop team members to ensure readiness for future growth and evolving support needs.
Benefits
• At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. 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. • $144,000-$216,000 • 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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