Harvey

People Operations

• Own the accuracy and integrity of HR data across systems — auditing, reconciling, and resolving inconsistencies before they become downstream problems
• Administer employee lifecycle transactions in Workday across the full arc of employment — new hires, changes, and departures — with precision and an understanding of what gets affected
• Manage the operational mechanics of contractor engagement and employee exits, coordinating across internal teams and external stakeholders from initiation to close
• Serve as a first point of contact for employee HR questions, triaging and resolving requests with consistency and speed
• Maintain internal HR documentation and resources that help employees across regions navigate processes and find what they need
• Support recurring compliance and operational reporting, and own operational pieces of People Ops projects as the team and function scale
• Partner across HR, Legal, Finance, and business teams on People Ops initiatives — contributing operational rigor to cross-functional projects as the function builds and evolves

People Operations Coordinator

Solutions Engineer

• Collaborate closely with the Go To Market and Customer Success teams to articulate the technical capabilities and benefits of Harvey to prospective and existing clients.
• Address and resolve customer queries related to security, architecture, AI technology, and platform integration.
• Lead the setup and configuration of customer accounts, including Single Sign-On (SSO) and other authentication mechanisms.
• Work directly with customers to understand their requirements, design solutions, and ensure successful deployment of the Harvey platform.
• Assist in the identification and pursuit of upsell opportunities, particularly around additional SKUs and API capabilities.
• Serve as a technical advisor during the sales process, providing guidance on best practices, technical feasibility, and product alignment with customer needs.
• Maintain a deep understanding of Harvey's architecture, security standards, and AI capabilities to effectively communicate with both technical and non-technical stakeholders.
• Collaborate with the product team to provide feedback and insights based on customer interactions, helping to inform future product development.

Senior Solutions Architect

Operations

• Act as the first point of contact for support inquiries, ensuring timely, empathetic, and accurate responses.
• Own and resolve high-volume, non-technical requests from internal teams and customers.
• Accurately document and categorize support issues to identify trends and opportunities for improvement.
• Partner with teammates to escalate complex or technical issues effectively.
• Maintain a strong working knowledge of Harvey’s core product features to provide clear and effective guidance.
• Contribute to FAQs, internal guides, and knowledge base articles that streamline support for recurring questions.
• Stay adaptable and proactive in a rapidly evolving startup environment.

User Operations Specialist

Program Manager

• Own the strategy, roadmap, and execution of Harvey's Customer Stories program, delivering high-impact, use-case–led stories across written and video formats, priority segments, and geographies
• Collaborate with internal creative teams and external production partners to plan, produce, and deliver video customer stories—from concept and scripting through on-site shoots and post-production
• Scale and operationalize the Innovation Spotlight program, a video-driven format spotlighting senior customer leaders (CIOs, CINOs, GCs, CLOs) to elevate Harvey's executive-level credibility
• Build the operational backbone for customer stories and advocacy programs, including intake processes, editorial calendars, production workflows, approval processes, and localization frameworks
• Partner cross-functionally with Product Marketing, Sales, and Customer Success to align stories with core narratives, use cases, and launches
• Build trusted, long-term relationships with senior customer stakeholders and act as a front-line ambassador for Harvey in executive storytelling and advocacy moments

Program Manager, Customer Stories & Advocacy

• Own the full lifecycle of employee experience programs
• Maintain the company-wide events calendar and design and drive Harvey's community and social programming
• Orchestrate event execution across offices
• Own Harvey's swag and brand touchpoints
• Manage all communications for EE programs
• Partner with the People Programs manager on employee survey design
• Partner with executive leadership to ensure visibility and engagement at company-wide moments
• Track EE program spend across gifting, events, and swag
• Build the infrastructure for ERG formation as Harvey scales
• Build guidelines and resources that enable the team to recognize their people consistently
• Build repeatable playbooks for recurring programs

Employee Experience Program Manager

• Own the full lifecycle of employee experience programs — from milestone gifting and work anniversaries to company-wide recognition like Harvey Honors and the annual holiday program; you hold the concept, the program arc, and the employee narrative
• Maintain the company-wide events calendar and design and drive Harvey's community and social programming
• Orchestrate event execution across offices — directing the program, coordinating with teams in each office to bring each piece to life
• Own Harvey's swag and brand touchpoints — vendor relationships, item curation, and a gifting strategy that scales without feeling generic
• Manage all communications for EE programs — announcements, invites, and follow-ups — in a voice that drives engagement and reflects how Harvey talks
• Partner with the People Programs manager on employee survey design, eNPS analysis, and program reporting; use data to inform what you build next
• Partner with executive leadership to ensure visibility and engagement at company-wide moments
• Track EE program spend across gifting, events, and swag; manage vendor relationships with an eye on quality and cost
• Build the infrastructure for ERG formation as Harvey scales
• Build guidelines and resources that enable the team to recognize their people consistently — birthdays, work anniversaries, team wins
• Build repeatable playbooks for recurring programs

• Hire, manage, and develop a team of support operations specialists to achieve team outcomes; set clear goals, provide regular feedback, and create an environment where the team can do their best work.
• Lead high-impact, cross-functional initiatives that improve the scalability and effectiveness of User Operations, including designing and optimizing end-to-end support workflows.
• Own and evolve support tooling (e.g., Zendesk), ensuring it enables automation, reporting, and operational excellence; identify and implement opportunities to reduce manual work and improve response times.
• Define and track key support metrics (SLA, CSAT, quality, volume trends); build dashboards and reporting cadences that surface insights for leadership and drive strategic improvements.
• Partner with Voice of the Customer and Engineering to formalize feedback loops and ensure customer pain points inform roadmap decisions.
• Partner with Support Managers to improve QA frameworks, training processes, and performance management systems; reduce friction for frontline specialists through better documentation and clearer ownership.
• Contribute to hiring profiles, onboarding programs, and career pathing as the team grows.

Support Operations Manager, User Operations

Learning and Development

• Translate content plans from the Lead Customer Education Strategist into polished, outcome-based courses and learning paths for Harvey Academy, spanning e-learning modules, instructional videos, interactive exercises, and one-pagers.
• Design detailed storyboards, scripts, and course outlines that translate complex technical product concepts into clear, accessible learning experiences for diverse audiences.
• Produce high-quality instructional videos end-to-end, from scripting and storyboarding through filming and editing.
• Collaborate with the Video Content Creator to ensure consistency in tone, narrative, and pedagogy.
• Partner with the Learning Designer to align on content standards, divide workload across the Academy curriculum, and maintain a consistent learner experience.
• Apply adult learning principles, UX-for-learning best practices, and instructional design frameworks to maximize clarity, engagement, and knowledge retention across all content.
• Help maintain and organize Harvey Academy’s learning platform, including updating courses, ensuring content accuracy, and managing learning path updates tied to new product features and release cycles.
• Collaborate with Product, Engineering, and User Operations teams to stay current on product capabilities and translate technical features into accessible learning materials.
• Analyze learner feedback and content analytics to refine course effectiveness, identify content gaps, and continuously improve the learner experience.
• Maintain and improve Harvey’s content systems — applying existing templates and standards while surfacing opportunities to streamline and strengthen them.
• Support broader customer education initiatives that strengthen Harvey’s self-serve learning ecosystem and contribute creative ideas to elevate the overall program.

Senior Instructional Designer, Customer Education

System Administrator

• Own the implementation and configuration of Zendesk as Harvey’s primary support platform
• Integrate Zendesk with Harvey’s broader tooling ecosystem
• Partner with Support leadership to translate operational requirements into system configurations
• Maintain system health: monitor performance, manage user permissions and roles
• Build and maintain reporting and dashboards within Zendesk
• Evaluate and implement Zendesk apps and add-ons that improve support efficiency
• Document system configurations, integration logic, and administrative processes
• Stay current on Zendesk product updates

Support Systems Administrator, User Operations

• Translate content plans from the Lead Customer Education Strategist into polished, outcome-based courses and learning paths for Harvey Academy, spanning e-learning modules, instructional videos, interactive exercises, and one-pagers.
• Design detailed storyboards, scripts, and course outlines that translate complex technical product concepts into clear, accessible learning experiences for diverse audiences.
• Produce high-quality instructional videos end-to-end, from scripting and storyboarding through filming and editing, and collaborate with the Video Content Creator to ensure consistency in tone, narrative, and pedagogy.
• Partner with the Learning Designer to align on content standards, divide workload across the Academy curriculum, and maintain a consistent learner experience.
• Apply adult learning principles, UX-for-learning best practices, and instructional design frameworks to maximize clarity, engagement, and knowledge retention across all content.
• Help maintain and organize Harvey Academy’s learning platform, including updating courses, ensuring content accuracy, and managing learning path updates tied to new product features and release cycles.
• Collaborate with Product, Engineering, and User Operations teams to stay current on product capabilities and translate technical features into accessible learning materials.
• Analyze learner feedback and content analytics to refine course effectiveness, identify content gaps, and continuously improve the learner experience.
• Maintain and improve Harvey’s content systems — applying existing templates and standards while surfacing opportunities to streamline and strengthen them.
• Support broader customer education initiatives that strengthen Harvey’s self-serve learning ecosystem and contribute creative ideas to elevate the overall program.

• Own the implementation and configuration of Zendesk as Harvey’s primary support platform, including ticket routing, views, triggers, automations, macros, SLA policies, and agent workspace setup.
• Integrate Zendesk with Harvey’s broader tooling ecosystem — including CRM, product data, internal communication tools, and reporting infrastructure — to ensure a seamless support workflow.
• Partner with Support leadership to translate operational requirements into system configurations; act as the technical translator between what the support team needs and what the tooling can do.
• Maintain system health: monitor performance, manage user permissions and roles, troubleshoot issues, and ensure the platform is reliable and up to date.
• Build and maintain reporting and dashboards within Zendesk that give Support leadership visibility into ticket volume, SLAs, agent performance, and customer trends.
• Evaluate and implement Zendesk apps and add-ons that improve support efficiency, including AI-powered features for triage, suggested responses, and deflection.
• Document system configurations, integration logic, and administrative processes to ensure continuity and support future team members.
• Stay current on Zendesk product updates and proactively identify opportunities to improve the platform as new capabilities become available.