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Salary: USD 155,400 - 233,200 / annual
Harvey is an AI platform transforming legal and professional services by combining frontier agentic AI, enterprise-grade infrastructure, and deep domain expertise. The company is at a true inflection point with strong product-market fit and world-class investor backing.
You will own the systems and processes that connect customer feedback to product decisions at scale. This is a newly created role that builds the operational backbone for Harvey's Engineering, Product, and Design organization (EPD).
Voice of the Customer Program: Design and implement an end-to-end feedback pipeline that consolidates signal from Customer Success, Support, Sales, and early-access programs into a single structured system. Partner with RevOps to define workflows that make feedback submission the default for field teams. Establish weekly triage cadence and SLAs ensuring every piece of feedback is classified, routed, and visible. Build reporting on volume, themes, trends, and changes that Product, GTM, and leadership actually use. Own the classification taxonomy (product area, matter stage, root cause) and give Design and Research standing visibility into relevant signal.
Product Operating Rhythm: Design and run core engineering, product, and design rituals including planning cycles, roadmap reviews, design reviews, and monthly business reviews. Build scalable run-of-business systems—intake frameworks, RACI structures, decision logs, shared calendars. Facilitate roadmap planning by coordinating inputs across Product, Engineering, Design, and GTM while maintaining organizational transparency. Own the end-to-end bug lifecycle: intake from Support and field, severity definitions, triage, routing, and resolution tracking. Define severity and SLA standards agreed upon by CS, Support, and Engineering. Run recurring bug reviews with engineering and product leads; escalate aging or customer-impacting defects. Report bug metrics by product area and connect defect signal back into the Voice of the Customer taxonomy. Close the loop with Support and CS so customers are informed when issues are resolved.
Harvey operates with three core values: Decisiveness (acting quickly on clear judgment over perfect information), Simplicity (believing simplicity is what scales), and Job's Not Finished (never satisfied with the status quo). The team moves fast, takes ownership, and is deeply committed to the mission.
REQUIREMENTS:
- 5+ years in program management, product operations, or related operational role at a high-growth tech or SaaS company
- Proven track record 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; comfort 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
- Ability to create clarity where none exists and energized by a blank-slate challenge
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
