Program Manager, Product Systems and Insights
Harvey · New York
About this role
## Why Harvey At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come. This is a rare chance to help build a generational company at a true inflection point—strong product-market fit, world-class investor support, and rapid scaling as we define a new category in real time. **Team values:** Decisiveness, Simplicity, and *Job’s Not Finished*. --- ## Role Overview Harvey ships fast, and customers consistently share what’s working and what isn’t—through CSMs, support, sales, and early-access programs. Today that signal is scattered across many places, and the systems that let the EPD organization plan, review, and fix things at scale are still being built. As **Program Manager, Product Systems and Insights**, you will own the systems and operating rhythm that turn customer signal into structured, trusted input for product teams, including: - A **single Voice of the Customer program** - A **bug management process** with predictable triage, prioritization, and resolution - The **operating cadence** that keeps Engineering, Product, and Design aligned You will own the infrastructure and cadence; embedded Product Operations Managers own interpretation and day-to-day judgment for their product areas. --- ## What You’ll Do ### 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 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 such as missing capability, defect, or usability friction) - Provide Design and Research with standing views into the signal that matters to them ### Product Operating Rhythm - Design and run core engineering, product & design rituals: - Planning cycles, roadmap reviews, design reviews, and monthly business reviews - Build 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 while 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** for CS and Support (and related partners)
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