Senior Manager, User Operations

📋 Description

• • Lead and develop a growing team of User Operations Managers across the NAMER region, setting clear expectations and holding experienced managers accountable for performance, culture, and 1:1 effectiveness.
• • Own end-to-end performance metrics for your region including volume, SLA adherence, CSAT, quality, and team productivity, synthesizing data to identify systemic trends and drive actionable improvements.
• • Establish and maintain regular reporting cadences to ensure leadership has accurate, real-time visibility into team performance and operational health.
• • Serve as the primary liaison between User Operations and Support Operations, ensuring programs, tools, and process changes are adopted, measured, and deliver against performance goals.
• • Act as the escalation point for complex customer situations requiring senior judgment, resolving high-stakes issues while maintaining customer trust and operational integrity.
• • Partner with Recruiting to attract, onboard, and integrate exceptional managers, ensuring a rapid time-to-impact and alignment with Harvey’s operational standards.
• • Drive the people and performance roadmap for your region, identifying structural gaps in operations and proactively proposing solutions before they become critical issues.
• • Champion an AI-native approach to operations: actively identify opportunities to leverage automation, AI tooling, and system integrations to reduce manual burden and increase team efficiency.
• • Influence Product, Engineering, and Go-to-Market teams without direct authority, ensuring frontline operational realities shape product development and process design.
• • Maintain and improve SOPs at the manager layer, implementing process changes that scale with organizational growth and sustain high performance.
• • Calibrate performance standards across teams, surfacing gaps early and driving improvement through direct coaching, accountability systems, and data-driven feedback.
• • Stay current on industry trends in customer support, operational tooling, and AI-enabled workflows, bringing external best practices into internal planning and execution.
• • Operate with intensity and decisiveness, prioritizing clear judgment over perfect information, and embodying Harvey’s values of Decisiveness, Simplicity, and Job’s Not Finished.
• • Balance high-level strategic thinking with ground-level operational detail, fluidly moving between macro trends and micro execution to drive sustainable performance.
• • Use Zendesk and other operational platforms fluently to monitor, analyze, and optimize team performance and customer interaction workflows.
• • Foster a culture of ownership, excellence, and continuous improvement among managers and their teams, ensuring accountability is embedded in daily operations.
• • Represent the voice of the frontline in cross-functional planning sessions, ensuring operational constraints and insights directly inform product and process decisions.
• • Build and scale operational infrastructure that supports rapid growth, adapting systems and leadership practices as the organization evolves from mid-build to enterprise scale.