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Program Manager, Product Systems and Insights

Harvey· Product
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New York$155.4k - $233.2kFull-timePosted 3w ago

About the role

Role focused on creating and managing the Voice of the Customer program, bug management processes, and the operating rhythm that unifies Engineering, Product, and Design. Owns infrastructure and cadence for customer feedback, defect management, and cross-functional alignment.

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

Qualifications

  • 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
  • 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; 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

Skills

Required:Program management / product operationsVoice of the Customer / feedback taxonomyBug lifecycle managementRituals/design reviews/roadmap planning

Benefits

  • Comprehensive health, dental and vision coverage
  • Retirement benefits (401k match up to 4%)
  • Flexible PTO
Last updated Oct 1, 2026. Interested? Apply on the company site.
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About Harvey

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Harvey is a platform built to meet the standards of the world’s leading professional service firms.

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