User Operations Manager

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, you’ll be responsible for driving operational excellence, accountability, and continuous improvement within Harvey’s global support organization.

• 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.

• 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.

$153,000 - $207,000 USD

Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity or expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy, 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 accommodations.

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