User Operations Manager

🕒 April 9

🇺🇸 United States – Remote

💵 $144k - $216k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

⚙️ Operations

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Harvey

WebsiteLinkedInAll Job Openings

11 - 50 employees

🤖 Artificial Intelligence

🏢 Enterprise

💰 $80.6G Series B on 2023-12

Artificial Intelligence • Legal • Enterprise

Harvey is a professional class AI solution tailored specifically for law firms, professional service providers, and Fortune 500 companies. It offers a suite of domain-specific tools that enable users to delegate complex tasks in natural language to a customized personal assistant. Harvey's platform facilitates rapid research with grounded results across legal, regulatory, and tax domains, while also providing secure project workspaces for document analysis through generative AI. With a focus on enterprise-grade security and industry-leading AI models, Harvey aims to streamline workflows and free professionals, such as lawyers, from mundane tasks, enabling them to concentrate on strategic and advisory roles.

📋 Description

• 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.

🎯 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.

🏖️ Benefits

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