User Operations Manager, EMEA

Why Harvey

At Harvey were transforming how legal and professional services operate. By combining frontier agentic AI an enterprise-grade platform and deep domain expertise were 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 1500 customers in 60 countries strong product-market fit and world-class investor support were 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 moves fast takes ownership and is deeply committed to the mission operating with intensity staying close to our customers and pushing each other for excellence. We live by three values: Decisiveness Simplicity and Jobs Not Finished. We act quickly on clear judgment over perfect information we believe simplicity is what scales and were never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive wed love to build with you.

At Harvey the future of professional services is being written today and were 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 youll be responsible for driving operational excellence accountability and continuous improvement within Harveys global support organization.

Youll 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: youre proactive decisive and deeply motivated by achieving results through your team.

Youll play a critical role in shaping the systems culture and cadence of a growing support organization ensuring every customer interaction reflects Harveys commitment to speed clarity and excellence.

What Youll 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.

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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

Required Experience:

Manager

Employment Type : Full-Time
Experience: years
Vacancy: 1