Program Manager, Product Systems and Insights

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.

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