Original listing text, shown exactly as published by the company.
What You'll Do
People Leadership & Manager Development
- Lead, coach, and develop a growing team of User Operations Managers by holding a high bar for people management quality including 1:1 effectiveness, performance management, and team culture.
- Set clear expectations and hold experienced-managers accountable. This team brings real depth, and your job is to calibrate standards, surface gaps early, and drive performance with directness and care.
- Act as a thought partner and escalation point for your managers on complex personnel decisions, team dynamics, and performance situations.
- Partner with recruiting to bring in exceptional managers and ensure a strong onboarding experience that drives rapid time-to-impact.
Performance Ownership & Trend Synthesis
- Own the performance health of your teams end to end — tracking and interpreting metrics across volume, quality, SLA adherence, CSAT, and team productivity.
- Synthesize signals from across your teams to identify systemic trends, root causes, and improvement opportunities, and translate those into clear, actionable recommendations.
- Establish and maintain a regular cadence of reporting and visibility into performance — leadership should always have an accurate picture of what is working and what is not.
- Recognize when a pattern is localized versus org-wide, and calibrate response accordingly.
Cross-Functional Collaboration & Escalations
- Serve as the primary User Operations representative in ongoing cross-functional relationships with Product, Engineering, and Go-to-Market teams.
- Own escalation resolution for high-stakes or complex customer situations that require senior judgment.
- Partner closely with Support Operations on process and program improvements — you own the people and performance side; they own the tooling and systems infrastructure.
- Represent the voice of the frontline in planning conversations, ensuring operational realities are reflected in product and process decisions.
Strategy & Roadmap Ownership
- Drive the people and performance roadmap for your region — owning prioritization and execution of improvements to how your managers and their teams operate.
- Identify structural gaps in how the org operates, propose solutions before they become problems, and execute them in partnership with Support Operations for anything tooling or process-related.
- Bring an AI-first lens to everything: actively identify where automation, tooling, and AI integration can create leverage for your teams and reduce the operational burden on leadership.
- Stay current on support industry trends, tooling, and best practices — and bring that external perspective into internal planning.
What You Have
- 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; you know what breaks at each stage and how to get ahead of it.
- 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.
- Experience working cross-functionally with Product, Engineering, and Go-to-Market teams, with the credibility and communication skills to influence without authority.
- AI-native mindset: you actively use AI tooling to find leverage, build it into how your teams work, and think about automation as a first-order input to operational design — not an afterthought.
- Comfortable operating at pace. Harvey moves faster than most companies; candidates who thrive here have lived that before and found it energizing, not exhausting.
- Strong analytical mindset; moves fluidly between high-level trends and ground-level detail.
- Fluency with Zendesk and other operational tooling platforms.
Compensation$184,000 - $276,000
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