Program Manager, Product Systems and Insights

Harvey•New York, NY

12d•$155,400 - $233,200

About The Position

Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. This is a rare chance to help build a generational company at a true inflection point. The company has strong product-market fit and world-class investor support, and is scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth is unmatched. The team moves fast, takes ownership, and is deeply committed to the mission, operating with intensity, staying close to customers, and pushing each other for excellence. Harvey lives by three values: Decisiveness, Simplicity, and Job's Not Finished. They act quickly on clear judgment over perfect information, believe simplicity is what scales, and are never satisfied with where they are. This role is for someone who wants to do the best work of their career alongside people who share that drive. Harvey ships fast, and customers provide constant feedback through CSMs, support, sales, and early-access programs. This signal currently lives in many places and reaches Product inconsistently. The systems that allow the EPD organization to plan, review, and fix things at scale are still being built. This role 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. The role owns the infrastructure and cadence, while embedded Product Operations Managers own the interpretation and day-to-day judgment for their product areas.

Requirements

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.
You create clarity where none exists, and you're energized by a blank slate.

Nice To Haves

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

Responsibilities

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.