About this role
Harvey is transforming how legal and professional services operate by combining frontier agentic AI with an enterprise-grade platform. The engineering, product, and design teams are building systems to shape how critical knowledge work gets done as the organization scales rapidly.
In this role, the individual owns the operational infrastructure that turns scattered customer feedback into structured input and manages the core bug lifecycle across teams. Responsibilities include designing feedback pipelines, establishing triage cadences, running recurring bug reviews, and facilitating engineering rituals.
Successful candidates thrive in fast-paced environments where they can build programs from scratch on a blank slate. The position suits professionals who create operational clarity, align cross-functional teams without direct authority, and operate with intensity.
What you will do
- Design and stand up an end-to-end feedback pipeline to consolidate customer signal from customer success, support, sales, and early-access programs into a single structured system.
- Set weekly triage cadences and service level agreements so every piece of product feedback is classified, routed, and visible to relevant teams.
- Design and run core engineering, product, and design rituals including planning cycles, roadmap reviews, design reviews, and monthly business reviews.
- Own the end-to-end bug lifecycle covering intake, severity definitions, triage, routing to engineering, and resolution tracking.
- Define severity and service level agreement standards that customer success, support, and engineering teams agree on and monitor.
- Build reporting dashboards for leadership and go-to-market teams highlighting volume, themes, trends, and product changes.
- Coordinate inputs across product, engineering, design, and go-to-market functions to maintain transparency and facilitate roadmap planning.
What you need
- Bring five or more years of experience in program management, product operations, or a related operational role at a high-growth technology or SaaS company.
- Demonstrate hands-on experience building processes and programs from scratch and scaling them rather than maintaining existing structures.
- Possess practical experience running bug triage or incident and defect management processes across engineering and support organizations.
- Show experience designing and facilitating product development rituals such as planning, reviews, and prioritization with senior engineering and design leaders.
- Exhibit deep fluency with feedback, ticketing, and data tooling while being comfortable owning taxonomies and enforcement systems.
- Display the ability to translate messy qualitative and quantitative input into clear, structured outputs.
- Prove the capability to drive alignment and adoption across customer success, support, sales, product, and engineering without direct authority.
Nice to have
- Experience with AI-native or highly technical products
Benefits
- Offers Equity
- Offers Bonus
Questions candidates ask
What is the compensation range for this position?
The salary range for this role is between $155,400 and $233,200 USD. Additional compensation details include offers for equity and bonuses.
What kind of systems and feedback programs will I own?
You will own a single Voice of the Customer program that turns scattered feedback into structured, trusted input for every product team. You will also manage a bug management process that gets defects triaged, prioritized, and resolved predictably.
What operational rituals will I be responsible for running?
You will design and run core engineering, product, and design rituals including planning cycles, roadmap reviews, design reviews, and monthly business reviews. Additionally, you will run recurring bug reviews with engineering and product leads.
What qualifications are required for the role?
Candidates need five or more years of experience in program management, product operations, or a related operational role at a high-growth tech or SaaS company. You must have experience building processes from scratch, running bug triage, and facilitating product development rituals.