User Operations Manager at Harvey

New York, New York, United States

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$153,000 – $207,000Compensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Legal Tech, AI, Professional ServicesIndustries

Requirements

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 prioritization skills; thrives on structure and clarity even in ambiguity
Demonstrated experience scaling support operations and improving processes for efficiency and quality
Strong analytical mindset with experience interpreting data to make informed operational decisions
Excellent communication and collaboration skills across Product, Engineering, and Customer Success
Deep familiarity with Freshdesk, or similar support platforms
Passion for delivering best-in-class customer experiences and continuously raising the bar for operational excellence

Responsibilities

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

Skills

Key technologies and capabilities for this role

Operations ManagementTeam LeadershipCustomer SupportOperational ExcellenceStrategic OversightContinuous ImprovementGlobal SupportEnterprise Support

Questions & Answers

Common questions about this position

What is the salary range for the User Operations Manager position?

The salary range is $153K - $207K.

Is this role remote or hybrid, and what are the location requirements?

The position is hybrid.

What key skills and qualities are needed for this role?

The role requires leadership to coach a high-performing team, strategic oversight with hands-on execution, process optimization skills, cross-functional partnership abilities, and data analysis for metrics and trends.

What is the company culture like at Harvey?

The team is sharp, motivated, and committed to the mission, moving fast with intensity, taking ownership, staying close to customers, thriving in ambiguity, and pushing for excellence.

What makes a strong candidate for the User Operations Manager role?

A strong candidate is a proactive, decisive leader who thrives in a fast-paced environment, excels at achieving results through their team, and is motivated by operational excellence, accountability, and continuous improvement.

Harvey

Custom AI solutions for law firms

About Harvey

Harvey.ai builds custom Large Language Models (LLMs) specifically designed for top law firms to help them tackle complex legal challenges. These AI models are tailored to various legal practice areas and jurisdictions, allowing firms to enhance their efficiency and accuracy in legal work. Harvey.ai's technology includes an AI chatbot developed in collaboration with Allen & Overy, which demonstrates how their solutions can streamline operations and reduce manual workloads. The company operates on a business model that combines customization fees for developing these models with ongoing subscription fees for support and updates. Unlike many competitors, Harvey.ai focuses exclusively on the legal sector, ensuring that their products meet the unique needs of elite law firms. The goal of Harvey.ai is to transform the legal industry by providing advanced AI tools that improve decision-making and operational efficiency while maintaining high standards of data security.

San Francisco, CaliforniaHeadquarters

2022Year Founded

$200.4MTotal Funding

SERIES_CCompany Stage

Cybersecurity, LegalIndustries

201-500Employees

Risks

Over-reliance on partnerships could lead to strategic vulnerabilities if they dissolve.

LexLegis.ai's global expansion poses a competitive threat in legal research.

Rapid AI innovation and crowded CLM market may challenge Harvey's growth.

Differentiation

Harvey offers custom LLMs tailored for elite law firms' complex legal challenges.

The company provides a unified interface for legal workflows, enhancing efficiency.

Harvey's BigLaw Bench evaluates AI accuracy in legal tasks, setting industry standards.

Upsides

Partnership with Icertis enhances contract analysis and risk assessment capabilities.

Expansion into Japan with Mori Hamada Matsumoto opens new revenue streams.

Revamped GenAI Assistant improves user experience and output quality for legal professionals.

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