Are you ready to lead a high-performing support team at the absolute cutting edge of artificial intelligence? Harvey is looking for an execution-focused User Operations Manager to drive operational excellence and scale our global customer support organization. If you thrive in fast-paced environments and want to build a career at a true inflection point in legal tech, this remote US role is your next major move.
Job Overview
- Position: User Operations Manager, US
- Employment Type: Full-Time
- Location: Remote (United States)
- Compensation: $144,000 – $216,000 a year + Equity
- Department: User Operations
Primary Responsibilities
- Lead and coach a high-performing team of User Operations Specialists, fostering a workplace culture anchored in urgency, ownership, and continuous improvement.
- Oversee day-to-day support operations, ensuring the timely resolution of complex customer issues and strict adherence to established SLAs.
- Drive operational efficiency and long-term scalability through comprehensive process optimization, automation, and proactive resource planning.
- Partner cross-functionally with Product, Engineering, and Go-to-Market teams to seamlessly triage critical escalations and advocate for customer-impacting platform improvements.
Eligibility Criteria
To excel in this role, candidates must possess a strong foundational background in scaling support teams within highly demanding environments. The ideal professional brings a data-driven mindset and a passion for establishing structure amidst rapid business growth.
Required Qualifications:
- 4+ years of experience in customer support or user operations, proving a track record of success in modern corporate structures.
- 2+ years of direct management experience leading teams in a fast-paced, high-volume operational environment.
- Deep familiarity with Freshdesk or highly similar modern enterprise support platforms.
- Strong analytical skills with verified experience interpreting data to make informed operational decisions.
Preferred Attributes:
- Exceptional communication skills to collaborate effectively across technical and non-technical business units.
- A proven ability to drive accountability and performance through clear metrics, goals, and individualized coaching.
- An adaptive mindset that thrives on creating structure and clarity even when facing ambiguous, fast-moving scenarios.
Cultivating Category-Defining Excellence
At Harvey, we are actively transforming how legal and professional services operate across the globe. Our team moves fast, takes deep ownership, and stays incredibly close to our customers to ensure their ongoing success. By operating with intensity and pushing each other toward excellence every day, we maintain an unmatched environment for personal, professional, and financial growth.