About this role
Scattered customer feedback and an informal bug management process prevent product teams from receiving consistent, actionable signal as the organization scales. To solve this problem, Harvey needs a Program Manager to build and own the Voice of the Customer program, bug triage workflows, and cross-functional operating rhythms for the engineering, product, and design organization.
In this role, the incoming professional will design the end-to-end feedback pipeline from customer success, support, and sales into a single structured system while establishing SLAs and classification models. Additionally, they will coordinate core product development rituals and manage the complete bug lifecycle from intake to resolution tracking.
An ideal candidate brings extensive operational experience from high-growth SaaS environments and thrives on creating clarity from a blank slate. This person enjoys partnering across technical and commercial teams to establish scalable infrastructure that supports rapid growth.
What you will do
- Design and stand up the end-to-end feedback pipeline to aggregate 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 properly classified, routed, and visible to leadership.
- Build reporting dashboards for volume, themes, trends, and product changes that product, go-to-market, and leadership teams actively read.
- 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 teams, and resolution tracking.
- Run recurring bug reviews with engineering and product leads while connecting defect signals back into the broader Voice of the Customer taxonomy.
- Close the loop with support and customer success teams so customers receive timely updates when their reported issues are resolved.
What you need
- Bring over five years of experience in program management, product operations, or a related operational role at a high-growth tech or SaaS company.
- Demonstrate a track record of building and scaling processes and programs from scratch rather than only inheriting and maintaining existing frameworks.
- Possess hands-on experience running bug triage or incident and defect management processes across engineering and support departments.
- Show experience designing and facilitating product development rituals like planning, reviews, and prioritization alongside senior engineering and design leaders.
- Display deep fluency with feedback, ticketing, and data tooling along with comfort in owning taxonomies and enforcing system standards.
- Exhibit the ability to translate messy qualitative and quantitative inputs into clear, structured outputs.
- Prove the capability to drive alignment and adoption across customer success, support, sales, product, and engineering teams 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 role?
The salary range for this position is $155,400 to $233,200 USD. The role also includes offers for equity and a bonus.
What systems and programs will I own?
You will own a single Voice of the Customer program that turns scattered feedback into structured input, a bug management process that handles triage and resolution, and the operating rhythm that keeps engineering, product, and design aligned.
What background is required for this position?
Candidates must have 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 also need hands-on experience running bug triage and building processes from scratch.