User Operations Manager
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Job Location:
New York City, NY - USA
Monthly Salary:
$ 153 - 207
Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Why Harvey
At Harvey were 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 were reshaping how critical knowledge work gets done for decades to come.
This is a rare chance to help build a generational company at a true inflection point. With 700 customers in 58 countries strong product-market fit and world-class investor support were scaling fast and defining a new category in real time. The work is ambitious the bar is high and the opportunity for growth personal professional and financial is unmatched.
Our team is sharp motivated and deeply committed to the mission. We move fast operate with intensity and take real ownership of the problems we tackle from early thinking to long-term outcomes. We stay close to our customers from leadership to engineers and work together to solve real problems with urgency and care. If you thrive in ambiguity push for excellence and want to help shape the future of work alongside others who raise the bar we invite you to build with us.
At Harvey the future of professional services is being written today and were just getting started.
Role Overview
Harvey is looking for a User Operations Manager to lead a high-performing fast-paced support team that delivers exceptional experiences for our customers. Reporting to the Head of User Operations youll be responsible for driving operational excellence accountability and continuous improvement within Harveys global support organization.
Youll balance strategic oversight with hands-on execution ensuring our team consistently delivers timely high-quality support to enterprise and mid-market customers. This is a role for a leader who thrives in motion: youre proactive decisive and deeply motivated by achieving results through your team.
Youll play a critical role in shaping the systems culture and cadence of a growing support organization ensuring every customer interaction reflects Harveys commitment to speed clarity and excellence.
What Youll Do
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.
What You Have
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.
Compensation Range
$153000 - $207000 USD
Please find our CA applicant privacy notice here.
#LI-RB1
Harvey is an equal opportunity employer and does not discriminate on the basis of race gender sexual orientation gender identity/expression national origin disability age genetic information veteran status marital status pregnancy or related condition or any other basis protected by law.
We are committed to providing reasonable accommodations to applicants with disabilities and requests can be made by emailing
Required Experience:
Manager
Key Skills
- Six Sigma
- Lean
- Management Experience
- Process Improvement
- Microsoft Outlook
- Analysis Skills
- Warehouse Management System
- Operations Management
- Kaizen
- Leadership Experience
- Supervising Experience
- Retail Management
About Company
Professional Class AI – Harvey is the platform built to meet the standards of the world’s leading professional service firms.
