Program Manager, Product Systems and Insights

Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise‑grade platform, and deep domain expertise. The company has strong product‑market fit, world‑class investor support, and is scaling fast while defining a new category. The team moves quickly, takes ownership, and lives by three values: Decisiveness, Simplicity, and “Job’s Not Finished.”

About the role

Harvey ships fast, and customer signals come from CSMs, support, sales, and early‑access programs. Those signals currently live in many places and reach Product inconsistently, while the systems that let Engineering, Product, and Design plan, review, and fix at scale are still being built. This role will own those systems: a single Voice of the Customer program, a bug‑management process, and the operating rhythm that keeps Engineering, Product, and Design aligned.

Responsibilities

• Voice of the Customer Program
  • Design and stand up an end‑to‑end feedback pipeline that ingests input from CS, Support, Sales, and early‑access programs into one structured system.
  • Partner with RevOps to design and implement tooling; define workflows that make submitting feedback the easy default for field teams.
  • Set weekly triage cadence and SLAs so every piece of signal is classified, routed, and visible.
  • Build reporting that Product, GTM, and leadership actually read—volume, themes, trends, and changes.
  • Own the classification model (product area, matter stage, root cause) and give Design and Research standing views into the signal that matters to them.
• Product Operating Rhythm
  • Design and run core engineering, product, and design rituals: planning cycles, roadmap reviews, design reviews, and monthly business reviews.
  • Build run‑of‑business systems that scale as Harvey grows—intake frameworks, RACI structures, decision logs, shared calendars.
  • Facilitate roadmap planning by coordinating inputs across Product, Engineering, Design, and GTM and maintaining transparency across the organization.
  • Make it clear across Harvey what EPD is building, how it’s progressing, and what’s coming next.
• Bug Lifecycle Management
  • Own the end‑to‑end bug lifecycle: intake from Support and the field, severity definitions, triage, routing to engineering teams, and resolution tracking.
  • Define severity and SLA standards that CS, Support, and Engineering all agree to and can see.
  • Run recurring bug review meetings with engineering and product leads; escalate aging or customer‑impacting defects.
  • Report bug volume, aging, and resolution trends by product area, and connect defect signal back into the Voice of the Customer taxonomy.
  • Close the loop with Support and CS so customers hear when their issue is fixed.

Requirements

• 5+ years in program management, product operations, or a related operational role at a high‑growth tech or SaaS company.
• Experience building processes and programs from scratch and scaling them, not just inheriting and maintaining.
• Hands‑on experience running bug triage or incident/defect management processes across Engineering and Support.
• Experience designing and facilitating product development rituals—planning, reviews, prioritization—with senior engineering and design leaders.
• Deep fluency with feedback, ticketing, and data tooling; comfortable owning a taxonomy and the systems that enforce it.
• Ability to translate messy qualitative and quantitative input into clear, structured outputs.
• Proven ability to drive alignment and adoption across CS, Support, Sales, Product, and Engineering without direct authority.
• Experience with AI‑native or highly technical products is a plus.
• Creates clarity where none exists and is energized by a blank slate.

Pay

$155,400 – $233,200 USD, depending on location.