User Operations Manager US

Why This Job is Featured on The SaaS Jobs Harvey 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 midmarket 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 crossfunctional 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 daytoday 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 enterprisegrade 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 Description Why Harvey At Harvey were transforming how legal and professional services operate not incrementally but endtoend By combining frontier agentic AI an enterprisegrade 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 productmarket fit and worldclass 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 longterm 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 Overview Harvey is looking for a User Operations Manager to lead a highperforming fastpaced 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 handson execution ensuring our team consistently delivers timely highquality support to enterprise and midmarket 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 highperforming 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 daytoday 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 crossfunctionally with Product Engineering and GotoMarket teams to triage escalations and advocate for customerimpacting 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 highvolume 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 fastpaced highvolume environment Proven ability to drive accountability and performance through clear goals metrics and coaching Strong organizational and