Senior Manager, User Operations

Role Description

Harvey is building one of the most consequential AI products in the world, and User Operations is central to how customers experience it. We are looking for a Senior Manager, User Operations to lead and own the performance of the NAMER region, developing their team of managers and defining the people management processes that keep their org running at a high bar. This individual will also work in close partnership with Support Operations to ensure operational programs and initiatives are adopted, measured, and deliver against performance goals.

This is a mid-build environment: the foundation is in place, the team is growing fast, and the expectation is that you will raise the bar significantly. This is not a steady-state role — you will be building as much as you are running, and the right person is energized by that.

The ideal person has extensive experience managing seasoned managers and driving performance in a fast-moving environment. They will own KPIs, manager quality, and team accountability for their region, maintaining and improving SOPs, implementing process changes at the manager layer, and ensuring programs from Support Operations land and stick. An AI-native approach is a must; this person finds leverage through tooling and automation, not just existing playbooks.

Qualifications

• 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.
• Demonstrated track record of developing strong managers.
• Direct experience scaling a support or operations org through a high-growth inflection point.
• Strong ability to synthesize complex operational data into clear narratives and actionable recommendations for senior leadership.
• Proven ability to drive sustained performance improvement through goal-setting, accountability systems, and direct coaching.
• Experience working cross-functionally with Product, Engineering, and Go-to-Market teams.
• AI-native mindset: actively use AI tooling to find leverage and think about automation as a first-order input to operational design.
• Comfortable operating at pace.
• Strong analytical mindset; moves fluidly between high-level trends and ground-level detail.
• Fluency with Zendesk and other operational tooling platforms.

Requirements

• Lead, coach, and develop a growing team of User Operations Managers.
• Set clear expectations and hold experienced managers accountable.
• Act as a thought partner and escalation point for managers on complex personnel decisions.
• Own the performance health of your teams end to end.
• Synthesize signals from across your teams to identify systemic trends and improvement opportunities.
• Establish and maintain a regular cadence of reporting and visibility into performance.
• Serve as the primary User Operations representative in ongoing cross-functional relationships.
• Own escalation resolution for high-stakes or complex customer situations.
• Drive the people and performance roadmap for your region.
• Identify structural gaps in how the org operates and propose solutions.
• Stay current on support industry trends, tooling, and best practices.

Benefits

• Compensation: $184,000 - $276,000.