# User Operations Manager, US

**Company:** [Harvey](https://hotfix.jobs/companies/harvey)
**Location:** San Francisco, CA, New York, NY
**Role:** Customer Success
**Salary:** $144k – $216k/yr
**Experience:** 4+ years
**Skills:** Freshdesk, Sla Management, Process Optimization, Automation, Data Analysis, Metrics, Customer Support, Team Management, Hiring, Onboarding
**Posted:** 2026-04-08

> Leads a high-performing user operations support team, driving operational excellence, accountability, and efficiency for enterprise customers. Requires 4+ years in support/operations with 2+ years managing teams, strong analytics, and Freshdesk experience.

## Job Description

## What You'll Do
- 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.

## What You Have
- 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.

## Compensation
$144,000-$216,000

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