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Program Manager, Product Systems and Insights

Harvey· Product
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San Francisco$155.4k - $233.2kFull-timePosted 3w ago

About the role

Role focused on owning Harvey's Voice of the Customer program and product operating rhythm. Design and operate end-to-end feedback, bug lifecycle, and cross-functional alignment processes to enable scalable product decisions in a high-growth SaaS environment.

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 workflows to 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
  • 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

Skills

Required:Program managementProduct operationsBug triage / defect managementRituals design facilitationTaxonomy design

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

Professional Class AI

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

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