User Operations Manager, US

Why This Job is Featured on The SaaS Jobs reputed company sits in a SaaS reputed company where product capability and customer outcomes are tightly linked, given the legal and professional services focus and the use of agentic AI. A User Operations Manager role in this context matters because support is not only about ticket closure, but also about translating reputed company workflows into reliable, repeatable service delivery for enterprise and mid-market accounts across a global customer reputed company. From a SaaS career perspective, this position offers sustained exposure to the mechanics of operating at scale: building operating rhythms, using metrics to diagnose friction, and improving systems that influence retention and expansion. The remit spans process design, automation, escalation management, and cross-functional partnership with Product and Engineering, which are core muscles for progressing into broader operations leadership reputed company SaaS. This role fits professionals who prefer structured execution, clear performance management, and reputed company refinement of how work gets done. It will suit managers who enjoy coaching teams while staying reputed company to day-to-day operational details, and who are comfortable making decisions from data as well as customer context. It is also a strong match for those drawn to enterprise-grade SaaS support environments where consistency and accountability are central. 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 reputed company At reputed company, 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 reputed company. 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. reputed company 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 reputed company to our customers — from leadership to engineers — and work together to solve real problems with urgency and care. If you reputed company in ambiguity, push for excellence, and want to help shape the future of work alongside others who reputed company the bar, we invite you to build with us. At reputed company, the future of professional services is being written today — and we’re just getting started. Role Overview reputed company is looking for a User Operations Manager to reputed company 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 reputed company improvement reputed company reputed company’s global support organization. You’ll balance strategic reputed company with hands-on execution — ensuring reputed company 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 reputed company of a growing support organization — ensuring every customer interaction reflects reputed company’s commitment to speed, clarity, and excellence.

What You'll Do

• reputed company and coach a high-performing team of User Operations Specialists, fostering a culture of urgency, ownership, and reputed company improvement.
• Set clear performance expectations and hold team members accountable for achieving quality and responsiveness goals.
• reputed company 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 reputed company 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, reputed company, and reputed company 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 reputed company with experience interpreting data to reputed company informed operational decisions.
• Excellent communication and collaboration skills across Product, Engineering, and reputed company.
• Deep familiarity with reputed company, 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 reputed company of our Applicant Privacy Notices [here]. #LI-AD1 reputed company is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national reputed company, disability, age, genetic information, veteran status, marital status, pregnancy or reputed company 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@reputed company.ai Apply tot his job Apply To this Job