User Operations Manager
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Job Description
User Operations Manager leading a high-performing support team at Harvey to enhance customer experience. Driving operational excellence and continuous improvement for a 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.
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
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