✦ Luna Orbit — Customer Success & Support

User Operations Manager, US

at HARVEY

📍 Remote, US Remote 💰 $144K – $216K USD / year Posted April 14, 2026
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Position Details

Salary $144K – $216K USD / year
Type Full-Time
Experience senior
Exp. Years Not specified
Education Not specified
Category Customer Success & Support

About this role

This role leads the User Operations function by managing day-to-day support operations and driving operational excellence. You’ll coach a support team, set performance expectations, ensure SLA adherence, and continuously improve customer experience for enterprise and mid-market customers.

Key Responsibilities

  • Lead and coach User Operations Specialists
  • Set performance expectations and hold team accountable for quality/responsiveness
  • Oversee day-to-day support operations and ensure timely issue resolution
  • Drive operational efficiency and scalability
  • Shape systems, culture, and cadence for continuous improvement

Technical Overview

Technical tooling is not specified; the technical scope centers on support operations management: SLA governance, resolution workflow execution, performance and quality measurement, and scaling global customer support operations.

Ideal Candidate

The ideal candidate is a senior support operations leader who has managed and coached a high-performing user operations or customer support team. They have driven operational excellence and continuous improvement, ensured adherence to SLAs, and scaled support processes to reliably serve enterprise and mid-market customers across a global organization.

Must-Have Skills

lead and coach a high-performing team of User Operations Specialistsoversee day-to-day support operationsensure timely resolution of customer issuesensure adherence to SLAsdrive operational efficiency and scalabilityreport to the Head of User Operationsset clear performance expectations and hold team members accountable for quality and responsiveness goals

Required Skills

lead and coach support teamoperational excellencecontinuous improvementsupport operations oversightperformance expectationsaccountabilityadherence to SLAstimely resolution of customer issuesoperational efficiencyscalabilityenterprise supportglobal support organization

Hard Skills

lead and coach customer support teamoperational excellencesupport operations oversightcontinuous improvementsetting performance expectationsaccountability for quality goalsresponsiveness goalsadherence to SLAstimely resolution of customer issuesoperational efficiency and scalabilityhands-on executionglobal support organization operationsenterprise and mid-market customer supportsupport team management cadenceprocess improvement in support organization

Soft Skills

leadershipcoachingurgencyownershipcontinuous improvement mindsetproactive decision-makingcommunicationmotivationthriving in ambiguityteam collaboration

Industry & Role

Industry SaaS
Job Function Manage user operations and customer support to deliver high-quality, SLA-driven customer experiences.
Role Subtype Operations Manager

Keywords for Your Resume

User Operations ManagerUser OperationsUser Operations SpecialistHead of User Operationssupport teamcustomer supportsupport operationsoperational excellencecontinuous improvementadherence to SLAstimely resolutionquality goalsresponsiveness goalsenterprise customersmid-market customersglobal support organizationoperational efficiencyscalabilityremoteglobal supportlead and coach

Deal Breakers

Must be able to lead and coach a support team, Must have experience ensuring adherence to SLAs and timely customer issue resolution, Must demonstrate operational efficiency and scalability leadership

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