Senior Manager, User Operations
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Job Description
Senior Manager leading User Operations at Harvey, transforming professional services through AI technology. Developing managers and driving team performance in a high-growth environment.
Responsibilities:
- Lead, coach, and develop a growing team of User Operations Managers
- Own the performance health of your teams, tracking metrics across volume, quality, and productivity
- Serve as the primary User Operations representative in cross-functional relationships
- Drive the people and performance roadmap for your region
- Identify structural gaps and propose solutions in partnership with Support Operations
Requirements:
- 7+ years of experience in customer support or user operations
- 4+ years managing managers or leading multi-team organizations in a fast-paced, high-growth environment
- Experience scaling a support or operations org through a high-growth inflection point
- Direct experience developing strong managers
- Strong ability to synthesize complex operational data
- Proven ability to drive sustained performance improvement
- Experience working cross-functionally with Product, Engineering, and Go-to-Market teams
- AI-native mindset and familiarity with Zendesk and operational tooling platforms
Benefits:
- Comprehensive health, dental and vision coverage
- Retirement benefits (401k match up to 4%)
- Flexible PTO
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