Senior Manager, User Operations

Harvey AI Inc.

Job Overview

Location

New York

Job Type

Full-time

Full Job Description

📋 Description

• Lead and develop a growing team of User Operations Managers across the NAMER region, focusing on people management quality including 1:1 effectiveness, performance management, and team culture.
• Set clear expectations and hold experienced managers accountable for performance, calibrating standards and surfacing gaps early with directness and care.
• Act as a thought partner and escalation point for managers on complex personnel decisions, team dynamics, and performance situations.
• Partner with recruiting to attract exceptional managers and ensure onboarding drives rapid time-to-impact.
• Own end-to-end performance health of teams by tracking and interpreting KPIs including volume, quality, SLA adherence, CSAT, and team productivity.
• Synthesize operational data across teams to identify systemic trends, root causes, and improvement opportunities, translating insights into actionable recommendations for leadership.
• Establish and maintain a regular cadence of performance reporting to ensure leadership has accurate, real-time visibility into team health and outcomes.
• Differentiate between localized and org-wide performance patterns and calibrate responses accordingly.
• Serve as the primary User Operations representative in cross-functional partnerships with Product, Engineering, and Go-to-Market teams.
• Own resolution of high-stakes or complex customer escalations requiring senior judgment and operational expertise.
• Collaborate closely with Support Operations to ensure operational programs and initiatives are adopted, measured, and deliver against performance goals.
• Represent frontline operational realities in product and process planning conversations to ensure alignment between customer needs and system design.
• Drive the people and performance roadmap for the NAMER region, owning prioritization and execution of improvements to how managers and teams operate.
• Identify structural gaps in organizational operations, propose proactive solutions, and execute them in partnership with Support Operations on tooling and process changes.
• Apply an AI-native lens to all operational work: actively identify opportunities for automation, tooling, and AI integration to reduce burden on leadership and increase team leverage.
• Stay current on support industry trends, emerging tooling, and best practices, and integrate external insights into internal planning and strategy.
• Maintain fluency with operational platforms including Zendesk and other supporting systems to drive efficiency and data-driven decision-making.
• Operate at pace in a high-growth environment, thriving in a mid-build stage where building and running are equally critical.
• Foster a culture of decisiveness, simplicity, and relentless improvement aligned with Harvey’s core values: Decisiveness, Simplicity, and Job’s Not Finished.

🎯 Requirements

• 7+ years of experience in customer support or user operations, with 4+ years managing managers or leading multi-team organizations in a fast-paced, high-growth environment.
• Demonstrated track record of developing strong managers, not just delivering results through individual teams.
• Direct experience scaling a support or operations org through a high-growth inflection point.
• 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.
• AI-native mindset: actively use AI tooling to find leverage, build automation into team workflows, and treat automation as a first-order input to operational design.

🏖️ Benefits

• Compensation range of $184,000 - $276,000 depending on location.
• Opportunity to build a generational AI company at a critical inflection point with world-class investor support.
• Work alongside a team committed to intensity, ownership, and excellence in a fast-moving environment.
• Exposure to cutting-edge AI-native operational practices and tools.
• Influence product and process decisions by representing frontline operational realities to Product, Engineering, and Go-to-Market teams.
• Access to Harvey’s Applicant Privacy Policies and equal opportunity employment commitments.

Skills & Technologies

Senior

Onsite

$184k-276k

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Harvey AI Inc.

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About Harvey AI Inc.

Harvey AI Inc. provides a generative artificial-intelligence platform engineered specifically for the legal profession. The software integrates with law-firm workflows to automate contract drafting, review, due-diligence and regulatory research, producing lawyer-quality language grounded in up-to-date statutes and precedents. Harvey combines large language models trained on legal corpora with secure, private-cloud deployment and firm-specific fine-tuning to maintain confidentiality and compliance. Clients range from global law firms to in-house legal departments seeking efficiency gains without compromising accuracy or security. The company was founded in 2022 and is headquartered in San Francisco, California.

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