Senior Manager, User Operations

Harvey

Senior Manager leading User Operations for a rapidly scaling AI company in legal services. Coaching managers and driving performance health in a high-growth environment.

Posted 6/3/2026full-timeNew York City • New York • 🇺🇸 United StatesSenior💰 $184,000 - $276,000 per yearWebsite

Tech Stack

Tools & technologies

About the role

Key responsibilities & impact

Lead, coach, and develop a growing team of User Operations Managers by holding a high bar for people management quality
Own the performance health of your teams end to end — tracking and interpreting metrics across volume, quality, SLA adherence, CSAT, and team productivity
Establish and maintain a regular cadence of reporting and visibility into performance
Serve as the primary User Operations representative in ongoing cross-functional relationships with Product, Engineering, and Go-to-Market teams
Drive the people and performance roadmap for your region

Requirements

What you’ll need

7+ years of experience in customer support or user operations
4+ years managing managers or leading multi-team organizations in a fast-paced, high-growth environment
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
AI-native mindset: you actively use AI tooling to find leverage
Strong analytical mindset;
Familiarity with Zendesk and other operational tooling platforms

Benefits

Comp & perks

Comprehensive health, dental and vision coverage
Retirement benefits (401k match up to 4%)
Flexible PTO
Offers Equity
Offers Bonus

ATS Keywords

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Hard Skills & Tools

customer supportuser operationsperformance metricsdata analysisgoal-settingaccountability systemscoaching

Soft Skills

people managementleadershipanalytical mindsetcommunicationsynthesis of complex data