Support Operations Manager, User Operations

Harvey

San Francisco, United States
$174,000 - $236,000 usd; not specified; not specif...
Remote
Support operations management
Customer experience operations
Cross-functional initiatives
This role sits at the intersection of Support, Product, Engineering, and Go-to-Market, owning high-impact operational initiatives that improve support quality, drive efficiency, and ensure proactive customer enablement

Job Summary

  • This role sits at the intersection of Support, Product, Engineering, and Go-to-Market, owning high-impact operational initiatives that improve support quality, drive efficiency, and ensure proactive customer enablement.
  • You will directly manage and grow a team of support operations specialists while also rolling up your sleeves to drive initiatives forward, identifying gaps before they become problems and bringing structure to ambiguity.
  • The Support Operations Manager ensures proactive infrastructure building for User Operations to scale with excellence, precision, and consistency, transforming Support into a strategic advantage.

Matching Summary

This role sits at the intersection of Support, Product, Engineering, and Go-to-Market, owning high-impact operational initiatives that improve support quality, drive efficiency, and ensure proactive customer enablement.

Salary

$174,000 - $236,000 USD; Not specified; Not specified

Skills & Requirements

Must-have

  • Support Operations Management
  • Customer Experience Operations
  • Cross-functional initiatives
  • Support tooling optimization
  • AI-driven support tools
  • Data fluency and reporting

Nice-to-have

  • Thrive in ambiguity
  • Push for excellence
  • Shape the future of work
  • Move fast and operate with intensity
  • Customer-centric approach

Key Requirements

  • 5+ years experience in Support or CX Operations
  • Proven experience leading cross-functional initiatives
  • Experience directly managing and developing a team
  • Strong systems thinker
  • Deep familiarity with modern support tooling
  • Success using AI-driven tools
  • Experience building support operations from early-stage

Work Rights

Not specified

Tailored Resume

Cover Letter