User Operations Manager

🕒 Abril 9

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $144.000 - $216.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

⚙️ Operações

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Harvey

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🤖 Inteligência Artificial

🏢 Corporativo

💰 $80.635.000.000 Series B em 2023-12

Artificial Intelligence • Legal • Enterprise

Harvey é uma solução de IA de classe profissional desenvolvida especificamente para escritórios de advocacia, prestadores de serviços profissionais e empresas da Fortune 500. Oferece um conjunto de ferramentas específicas para cada área que permitem aos usuários delegar tarefas complexas em linguagem natural a um assistente pessoal personalizado. A plataforma da Harvey facilita pesquisas rápidas com resultados fundamentados nos domínios jurídico, regulatório e tributário, além de fornecer espaços de trabalho seguros para análise de documentos por meio de IA generativa. Com foco em segurança de nível empresarial e modelos de IA líderes do setor, a Harvey visa otimizar fluxos de trabalho e liberar profissionais, como advogados, de tarefas repetitivas, permitindo que se concentrem em funções estratégicas e de consultoria.

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• Comprehensive health, dental and vision coverage • Retirement benefits (401k match up to 4%) • Flexible PTO