Program Manager, Product Systems and Insights

Harvey
San Francisco
Workplace: OnsiteFull timeUSD 155,400 - 233,200 annuallyFunction: Program & Project Management (PMO)Experience: 5+ yearsSkills: ["Process design","Stakeholder alignment","Cross-functional communication","Prioritization","Data-driven decision making"]

Own Harvey’s product systems that turn fragmented customer feedback into structured, trusted inputs for every product team. Build and run a Voice of the Customer feedback pipeline, triage cadence, SLAs, reporting, and a taxonomy covering product areas, matter stages, and root causes. Establish the operating rhythm across Engineering, Product, and Design, and run an end-to-end bug lifecycle with clear severity standards and resolution tracking.

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Harvey
Harvey
17 hours ago

Program Manager, Product Systems and Insights

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Last checked: 5 hours agoStatus: Live

Job Summary

Own Harvey’s product systems that turn fragmented customer feedback into structured, trusted inputs for every product team. Build and run a Voice of the Customer feedback pipeline, triage cadence, SLAs, reporting, and a taxonomy covering product areas, matter stages, and root causes. Establish the operating rhythm across Engineering, Product, and Design, and run an end-to-end bug lifecycle with clear severity standards and resolution tracking.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Program & Project Management (PMO)
Seniority: Mid level

Key Responsibilities

  • •Design and stand up an end-to-end Voice of the Customer feedback pipeline, routing intake from CS, Support, Sales, and EAPs into one structured system.
  • •Partner with RevOps to implement tooling and define workflows that make submitting feedback the default for field teams.
  • •Set weekly triage cadence and SLAs, build reporting on volume/themes/trends, and develop a classification model for product area, matter stage, and root cause.
  • •Design and run core engineering/product/design rituals (planning cycles, roadmap reviews, design reviews, monthly business reviews) and scale operating systems like RACI and decision logs.
  • •Own the end-to-end bug lifecycle: intake, severity definitions, triage and routing to engineering, resolution tracking, escalation of aging defects, and close-the-loop updates to Support and CS.

Pay and Benefits

Salary: USD 155,400 - 233,200 annually

Key Requirements

  • •5+ years in program management, product operations, or a related operational role at a high-growth tech or SaaS company.
  • •Built processes and programs from scratch and scaled them, not just maintained inherited systems.
  • •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, including comfort owning a taxonomy and systems that enforce it.
Experience:5+ yearsSaaSProduct operationsHigh-growth techAI-nativeAgentic AI
Skills:Process designStakeholder alignmentCross-functional communicationPrioritizationData-driven decision making

Company Brief

Harvey
Harvey builds domain-specific generative AI for legal and professional services, automating contract analysis, due diligence, compliance, and litigation workflows for law firms and corporate legal teams.
Industry: LegalTech
Company Size: Large (251 to 1,000 employees)
Revenue: USD 100M to 250M
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series E+
Headquarters: San Francisco, United States
Founded: 2022
Glassdoor
Glassdoor: 4.1
WebsiteLinkedInGlassdoor