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Salary: USD 155,400 - 233,200 / annual
Harvey is an AI platform transforming legal and professional services through 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 role bridges Engineering, Product, Design, and Go-To-Market teams, establishing the operational infrastructure that enables Harvey to ship fast while staying deeply connected to customer needs.
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 select and configure tooling, define workflows that make feedback submission the default for field teams, and establish weekly triage cadence with clear SLAs. Build reporting dashboards that Product, GTM, and leadership actually use—tracking volume, themes, trends, and changes over time. Own the classification taxonomy (product area, matter stage, root cause) and provide Design and Research with standing views into relevant signal.
PRODUCT OPERATING RHYTHM
Design and facilitate core rituals: planning cycles, roadmap reviews, design reviews, and monthly business reviews. Build scalable run-of-business systems including intake frameworks, RACI structures, decision logs, and shared calendars. Coordinate roadmap planning inputs across Product, Engineering, Design, and GTM while maintaining transparency across the organization. Make Harvey's EPD roadmap, progress, and upcoming work visible across the company.
BUG MANAGEMENT & LIFECYCLE
Own the end-to-end bug lifecycle from Support and field intake through resolution tracking. Define severity levels and SLAs that CS, Support, and Engineering agree to and can monitor. 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, connecting defect signal back into the Voice of the Customer taxonomy. Close the loop with Support and CS so customers are informed when their issues are resolved.
REQUIREMENTS
- 5+ years in program management, product operations, or related operational role at high-growth tech or SaaS company
- Proven track record building processes and programs from scratch and scaling them (not 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 taxonomies and systems that enforce them
- 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 from ambiguity and energized by blank-slate challenges
About Harvey
Legal / Compliance / Risk; AI / Data / Infrastructure — AI platform for legal and professional services work.
