Technical Program Manager, Customer Trust
Remote • London • FullTime
Posted 17d ago
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming legal and professional services by integrating agentic AI, an enterprise platform, and domain expertise. This role is a unique opportunity to build and lead the Customer Trust function, reporting to the Head of Trust. You will manage a global team to address customer security inquiries, support the Go-To-Market team, and enhance the company's security posture. Operating at the intersection of technical security, customer success, audit, and AI innovation, you will leverage Harvey's tools to improve response speed, automation, and accuracy. This position is key to shaping the customer trust narrative, managing the Trust Center, and enabling the company to win complex deals.
Responsibilities
- Serve as the primary technical point of contact for the Go-To-Market team and customers on security matters.
- Provide timely, accurate, and empathetic responses to customer questionnaires and concerns to unblock deals.
- Utilize AI and internal tools to enhance the efficiency and accuracy of the response process.
- Develop scalable workflows to reduce manual overhead and improve response times while maintaining quality.
- Establish and report on key performance indicators (KPIs) for the Customer Trust function.
- Manage the Trust Center and maintain a high-quality security and regulatory knowledge base.
- Collaborate with Product Security, Legal, and GTM/Sales teams to align on security positioning and product roadmaps.
- Develop thought leadership to support GTM teams in complex security discussions.
Requirements
- 7+ years of experience in Information Security, Customer Trust, Technical Program Management, or Management Consulting.
- Proven track record of defining and building compliance programs.
- Background in audit and compliance (e.g., SOC2, ISO 27001).
- Ability to navigate complex compliance frameworks and communicate controls to customers.
- Exceptional customer/client service skills.
- Ability to understand customer concerns and communicate technical/regulatory topics to non-technical stakeholders.
- 1-2+ years of experience leveraging AI models or automation for program efficiencies.
- Strong analytical skills with a focus on metrics and reporting.
- Comfort with ambiguity, patience, and decisiveness under pressure.