User Operations Manager • Mid-Level

Who you are

You have a proven track record in managing customer support teams, with a focus on operational excellence and continuous improvement. Your experience in leading high-performing teams has equipped you with the skills to drive accountability and enhance customer satisfaction. You thrive in fast-paced environments and are adept at navigating ambiguity, ensuring that your team delivers exceptional service to customers.

You possess strong communication skills, allowing you to effectively collaborate with cross-functional teams and stakeholders. Your ability to analyze data and implement process improvements has led to increased efficiency and customer satisfaction in previous roles. You are passionate about building a culture of excellence and accountability within your team, motivating others to achieve their best.

What you'll do

As the User Operations Manager at Harvey, you will lead a dynamic support team responsible for delivering exceptional experiences to our customers. You will report directly to the Head of User Operations and be tasked with driving operational excellence across the global support function. Your role will involve setting performance metrics, analyzing team performance, and implementing strategies for continuous improvement.

You will work closely with other departments to ensure that customer feedback is integrated into product development and service enhancements. Your leadership will be crucial in fostering a collaborative environment where team members feel empowered to take ownership of their work and contribute to the company's mission. You will also be responsible for training and developing team members, ensuring they have the skills and resources needed to succeed.

What we offer

At Harvey, we offer a unique opportunity to be part of a transformative company in the legal and professional services sector. You will work alongside a motivated team committed to reshaping how knowledge work is done. We provide a supportive environment that encourages personal and professional growth, with opportunities to take on new challenges and responsibilities as the company scales. Join us in building a generational company at a true inflection point.