Note: The job is a remote job and is open to candidates in USA. Harvey is transforming how legal and professional services operate by combining AI and an enterprise-grade platform. The User Operations Manager will lead a high-performing support team, ensuring operational excellence and exceptional customer experiences while driving continuous improvement within the global support organization.
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
Skills
- 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
Company Overview