Own recurring reporting for User Operations — weekly, monthly, and QBR-ready — tailored to ops, leadership, and cross-functional audiences
Translate support data into clear narratives: what's happening, why, and what to do about it
Track and maintain north star metrics: cSAT, TTR by tier, QA scores, bug escalation rate to EPD, and First Response Time
Build and maintain self-serve dashboards that give the ops team and leadership real-time visibility into support performance
Partner with Support Systems to ensure Zendesk is instrumented to capture the data we need
Work with Harvey's central data team to connect support data to broader product and customer data sources
Identify and close data collection gaps — if we can't measure it, help define how we should
Design feedback loops that connect support signals to Product, Engineering, and Customer Success
Quantify the operational cost of product bugs, feature gaps, and onboarding failures
Contribute to QA analytics as the QA program matures
Track ticket deflection, AI/chatbot performance, and self-service effectiveness
Measure the impact of AI-driven support — containment rate, escalation rate from AI interactions, resolution quality — and surface findings that drive how we tune and invest in those tools
Support ad hoc analytical requests from the Support Operations Manager, User Operations leadership, and senior stakeholders
WHAT YOU HAVE