Job description

WHY HARVEY At Harvey, we’re transforming how legal and professional services operate. 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 point. We have 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. Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you. At Harvey, the future of professional services is being written today — and we’re just getting started. ROLE OVERVIEW Harvey ships fast, and our customers tell us constantly what's working and what isn't — through CSMs, support, sales, and early-access programs. Today that signal lives in a hundred places and reaches Product inconsistently, and the systems that let the EPD organization plan, review, and fix things at scale are still being built. You will own those systems: a single Voice of the Customer program that turns scattered feedback into structured, trusted input for every product team; a bug management process that gets defects triaged, prioritized, and resolved predictably; and the operating rhythm that keeps Engineering, Product, and Design aligned. You own the infrastructure and cadence; embedded Product Operations Managers own the interpretation and day-to-day judgment for their product areas. WHAT YOU'LL DO VOICE OF THE CUSTOMER PROGRAM - Design and stand up the end-to-end feedback pipeline: intake from CS, Support, Sales, and EAPs into one structured system - Partner with RevOps to design & implement tooling; define the workflows that make submitting feedback the easy default for field teams - Set the 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 what changed - Own the classification model: product area, matter stage, root cause (missing capability, defect, or usability friction) - Give Design and Research standing views into the signal that matters to them PRODUCT OPERATING RHYTHM - Design and run the core engineering, product & design rituals: planning cycles, roadmap reviews, design reviews, and monthly business reviews - Build the 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 org - Make it clear across Harvey what EPD is building, how it's progressing, and what's coming next - 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 the recurring bug review 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 WHAT YOU HAVE - 5+ years in program management, product operations, or a related operational role at a high-growth tech or SaaS company - You've built processes and programs from scratch and scaled them — not just inherited and maintained them - 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; you're 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 - You create clarity where none exists, and you're energized by a blank slate COMPENSATION $155,400 - $233,200 USD DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES HERE harveyai.notion.site. #LI-CD1 Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related 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@harvey.ai

Requirements

Must-haves

At Harvey, the future of professional services is being written today — and we’re just getting started.
Design and stand up the end-to-end feedback pipeline: intake from CS, Support, Sales, and EAPs into one structured system
Partner with RevOps to design & implement tooling; define the workflows that make submitting feedback the easy default for field teams
Set the 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 what changed
Own the classification model: product area, matter stage, root cause (missing capability, defect, or usability friction)
Give Design and Research standing views into the signal that matters to them
Design and run the core engineering, product & design rituals: planning cycles, roadmap reviews, design reviews, and monthly business reviews
Build the 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 org
Make it clear across Harvey what EPD is building, how it's progressing, and what's coming next
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 the recurring bug review 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
5+ years in program management, product operations, or a related operational role at a high-growth tech or SaaS company
You've built processes and programs from scratch and scaled them — not just inherited and maintained them
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; you're 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

Nice-to-haves

Experience with AI-native or highly technical products is a plus

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

Platform: ashby
Effort: quick