# Senior Manager, User Operations

**Company:** [Harvey](https://hotfix.jobs/companies/harvey)
**Location:** San Francisco, CA
**Role:** Customer Success
**Salary:** $184k – $276k/yr
**Experience:** 7+ years
**Skills:** Zendesk, AI Tools, Customer Support Operations, Performance Management, Data Synthesis, Cross-Functional Collaboration, Process Improvement, Sop Maintenance, Escalation Management, Manager Development, KPI Tracking, Automation Design
**Posted:** 2026-06-02

> Lead and develop a team of User Operations Managers for the NAMER region at Harvey AI. Own performance KPIs, manager quality, cross-functional partnerships with Product/Engineering/GTM, and drive AI-first process improvements in a fast-scaling environment.

## Job Description

## What You'll Do

### People Leadership & Manager Development
- Lead, coach, and develop a growing team of User Operations Managers by holding a high bar for people management quality including 1:1 effectiveness, performance management, and team culture.
- Set clear expectations and hold experienced managers accountable. Calibrate standards, surface gaps early, and drive performance with directness and care.
- Act as a thought partner and escalation point for managers on complex personnel decisions, team dynamics, and performance situations.
- Partner with recruiting to bring in exceptional managers and ensure a strong onboarding experience that drives rapid time-to-impact.

### Performance Ownership & Trend Synthesis
- Own the performance health of teams end to end — tracking and interpreting metrics across volume, quality, SLA adherence, CSAT, and team productivity.
- Synthesize signals from across teams to identify systemic trends, root causes, and improvement opportunities, and translate those into clear, actionable recommendations.
- Establish and maintain a regular cadence of reporting and visibility into performance.
- Recognize when a pattern is localized versus org-wide, and calibrate response accordingly.

### Cross-Functional Collaboration & Escalations
- Serve as the primary User Operations representative in ongoing cross-functional relationships with Product, Engineering, and Go-to-Market teams.
- Own escalation resolution for high-stakes or complex customer situations that require senior judgment.
- Partner closely with Support Operations on process and program improvements — own the people and performance side.
- Represent the voice of the frontline in planning conversations, ensuring operational realities are reflected in product and process decisions.

### Strategy & Roadmap Ownership
- Drive the people and performance roadmap for the region — owning prioritization and execution of improvements to how managers and their teams operate.
- Identify structural gaps in how the org operates, propose solutions before they become problems, and execute them in partnership with Support Operations.
- Bring an AI-first lens to everything: actively identify where automation, tooling, and AI integration can create leverage for teams and reduce the operational burden on leadership.
- Stay current on support industry trends, tooling, and best practices — and bring that external perspective into internal planning.

## What You Have
- 7+ years of experience in customer support or user operations, with 4+ years managing managers or leading multi-team organizations in a fast-paced, high-growth environment.
- Demonstrated track record of developing strong managers, not just delivering results through individual teams.
- 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 rather than direct execution.
- Experience working cross-functionally with Product, Engineering, and Go-to-Market teams, with the credibility and communication skills to influence without authority.
- AI-native mindset: actively use AI tooling to find leverage, build it into how teams work, and think about automation as a first-order input to operational design.
- Comfortable operating at pace in a fast-moving environment.
- Strong analytical mindset; moves fluidly between high-level trends and ground-level detail.
- Fluency with Zendesk and other operational tooling platforms.

## Compensation
$184,000 - $276,000

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