Senior Manager, User Operations

Role Overview

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.

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. This team brings real depth, and your job is to calibrate standards, surface gaps early, and drive performance with directness and care.
• Act as a thought partner and escalation point for your 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 your teams end to end — tracking and interpreting metrics across volume, quality, SLA adherence, CSAT, and team productivity.
• Synthesize signals from across your 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 — leadership should always have an accurate picture of what is working and what is not.
• 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 — you own the people and performance side; they own the tooling and systems infrastructure.
• 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 your region — owning prioritization and execution of improvements to how your 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 for anything tooling or process-related.
• Bring an AI-first lens to everything: actively identify where automation, tooling, and AI integration can create leverage for your 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; you know what breaks at each stage and how to get ahead of it.
• 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: you actively use AI tooling to find leverage, build it into how your teams work, and think about automation as a first-order input to operational design — not an afterthought.
• Comfortable operating at pace. Harvey moves faster than most companies; candidates who thrive here have lived that before and found it energizing, not exhausting.
• 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