Harvey

Payroll

• Serve as a subject matter expert for end-to-end payroll operations
• Support the accurate and timely processing of semi-monthly, bi-weekly and off-cycle payrolls, such as sales compensation, bonus and termination payrolls
• Review and reconcile payroll data including earnings, deductions, tax withholdings, and garnishments
• Ensure compliance with all applicable federal, state, and local payroll tax regulations
• Maintain payroll records and documentation in accordance with company policy and regulatory requirements
• Troubleshoot payroll discrepancies and implement corrective actions
• Assist with year-end payroll activities including W-2 reconciliation and distribution
• Support the day-to-day administration of the company's equity compensation programs, including stock options and restricted stock units (RSUs)
• Process equity transactions such as grants, vestings, and exercises in the company's equity management platform
• Ensure the cap table accuracy and monthly reconciliation of participant equity data
• Coordinate with external equity plan administrators
• Prepare and distribute equity-related communications and statements to employees
• Collaborate closely with the Accounting team to support the financial reporting of payroll and equity transactions
• Prepare journal entries and account reconciliations related to payroll, benefits, and stock-based compensation
• Assist with the calculation and reporting of stock-based compensation expense
• Support internal and external audits by preparing requested documentation and responding to auditor inquiries
• Contribute to the development and maintenance of internal controls over payroll and equity processes
• Provide outstanding service to employees and internal stakeholders
• Serve as a primary point of contact for employee inquiries related to payroll, tax withholdings, equity awards, and related matters
• Partner closely with People Operations teams to ensure seamless onboarding, offboarding, and employee lifecycle changes are accurately reflected in payroll and equity systems
• Collaborate with People, Legal, Tax, and Finance teams on cross-functional initiatives and process improvement projects
• Contribute to the creation and maintenance of process documentation, FAQs, and training materials to enhance employee self-service capabilities

Senior Payroll and Equity Analyst

Operations

• 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.

User Operations Manager

Systems Engineer

• Configure and maintain Workday Time Off & Absence plans across multiple countries
• Build and manage Time Tracking configurations in Workday
• Support Payroll configuration and integrations
• Support global expansion efforts by configuring onboarding, time off, absence, time tracking, and compensation plans for new countries
• Build and maintain custom reports and dashboards in Workday
• Manage Workday integrations with Payroll and Finance systems
• Partner cross-functionally with People Ops, Total Rewards, Payroll, Finance, Legal, and IT
• Manage Workday release cycles

People Systems Analyst

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

• 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

• 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.

System Administrator

• 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.

Senior Payroll and Equity Analyst

User Operations Manager

User Operations Manager

People Systems Analyst

Senior Payroll and Equity Analyst

People Operations Coordinator

Senior Solutions Architect

User Operations Specialist

Program Manager, Customer Stories & Advocacy

Employee Experience Program Manager

Employee Experience Program Manager

Support Operations Manager, User Operations

Senior Instructional Designer, Customer Education

Senior Instructional Designer, Customer Education

Support Systems Administrator, User Operations