Why This Job is Featured on The SaaS Jobs
Within the SaaS ecosystem, User Operations sits at the intersection of product adoption and customer retention, and this role is positioned squarely in that leverage point. Harvey operates an enterprise-grade platform with a large, global customer base, which typically raises the operational bar around SLAs, escalation management, and consistent support experiences across segments. The remit signals a support function that is being treated as a core operating system rather than a reactive queue.
For SaaS career development, the role offers a durable set of operating skills: building repeatable processes, using metrics to diagnose friction, and translating frontline signals into cross-functional action with Product, Engineering, and go-to-market teams. Leading hiring, onboarding, and standard operating procedures also maps closely to how SaaS companies institutionalize customer experience as volume and product complexity increase. Experience with tooling such as Freshdesk further strengthens portability across modern support stacks.
This role is best suited for operators who prefer structured execution and measurable outcomes, and who are comfortable balancing coaching with hands-on problem solving. It fits managers who enjoy turning ambiguous customer issues into clear workflows and who want a seat in the day-to-day mechanisms that keep a SaaS business reliable at scale.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Why Harvey
At Harvey, we’re transforming how legal and professional services operate — not incrementally, but end-to-end. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come.
This is a rare chance to help build a generational company at a true inflection point. With 1000+ customers in 60+ countries, strong product-market fit, and world-class investor support, we’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched.
Our team is sharp, motivated, and deeply committed to the mission. We move fast, operate with intensity, and take real ownership of the problems we tackle — from early thinking to long-term outcomes. We stay close to our customers — from leadership to engineers — and work together to solve real problems with urgency and care. If you thrive in ambiguity, push for excellence, and want to help shape the future of work alongside others who raise the bar, we invite you to build with us.
At Harvey, the future of professional services is being written today — and we’re just getting started.
Role Overview
Harvey is looking for a User Operations Manager to lead a high-performing, fast-paced support team that delivers exceptional experiences for our customers. Reporting to the Head of User Operations, you’ll be responsible for driving operational excellence, accountability, and continuous improvement within Harvey’s global support organization.
You’ll balance strategic oversight with hands-on execution — ensuring our team consistently delivers timely, high-quality support to enterprise and mid-market customers. This is a role for a leader who thrives in motion: you’re proactive, decisive, and deeply motivated by achieving results through your team.
You’ll play a critical role in shaping the systems, culture, and cadence of a growing support organization — ensuring every customer interaction reflects Harvey’s commitment to speed, clarity, and excellence.
What You'll Do
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.
What You Have
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.
Compensation
$144,000-$216,000
Depending on your location, an Applicant Privacy Notice may apply to you. You can find all of our Applicant Privacy Notices [here].
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Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing accommodations@harvey.ai
