User Operations Manager, US

Job Description

Why This Job is Featured on The SaaS JobsHarvey sits in a SaaS segment where product capability and customer outcomes are tightly linked, given the legal and professional services focus and the use of agentic AI. A User Operations Manager role in this context matters because support is not only about ticket closure, but also about translating complex workflows into reliable, repeatable service delivery for enterprise and mid-market accounts across a global customer base.From a SaaS career perspective, this position offers sustained exposure to the mechanics of operating at scale: building operating rhythms, using metrics to diagnose friction, and improving systems that influence retention and expansion. The remit spans process design, automation, escalation management, and cross-functional partnership with Product and Engineering, which are core muscles for progressing into broader operations leadership within SaaS.This role fits professionals who prefer structured execution, clear performance management, and continuous refinement of how work gets done. It will suit managers who enjoy coaching teams while staying close to day-to-day operational details, and who are comfortable making decisions from data as well as customer context. It is also a strong match for those drawn to enterprise-grade SaaS support environments where consistency and accountability are central.The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.Job DescriptionWhy HarveyAt Harvey, were transforming how legal and professional services operate not incrementally, but end-to-end. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, were reshaping how critical knowledge work gets done for decades to come.This is a rare chance to help build a generational company at a true inflection point. With 1000 customers in 60 countries, strong product-market fit, and world-class investor support, were scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth personal, professional, and financial is unmatched.Our team is sharp, motivated, and deeply committed to the mission. We move fast, operate with intensity, and take real ownership of the problems we tackle from early thinking to long-term outcomes. We stay close to our customers from leadership to engineers and work together to solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, we invite you to build with us.At Harvey, the future of professional services is being written today and were just getting started.Role OverviewHarvey is looking for a User Operations Manager to lead a high-performing, fast-paced support team that delivers exceptional experiences for our customers. Reporting to the Head of User Operations, youll be responsible for driving operational excellence, accountability, and continuous improvement within Harveys global support organization.Youll balance strategic oversight with hands-on execution ensuring our team consistently delivers timely, high-quality support to enterprise and mid-market customers. This is a role for a leader who thrives in motion: youre proactive, decisive, and deeply motivated by achieving results through your team.Youll play a critical role in shaping the systems, culture, and cadence of a growing support organization ensuring every customer interaction reflects Harveys commitment to speed, clarity, and excellence.What Youll 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 .

Keyskills :
customer supportteam managementprocess optimizationautomationSLAsmetrics analysisstandard operating procedurescommunication skillscollaboration