Technical Program Manager, Customer Trust
$151k - $278k • Remote • New York • FullTime
Posted 17d ago
Remote Work Policy
Fully remote
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise. This role is a unique opportunity to shape the customer trust narrative, manage our Trust Center, and empower Harvey to win complex deals. You will serve as the primary leader for the Customer Trust function, building and leading a high-performing team across time zones to address customer security inquiries, support our Go-To-Market (GTM) team with accurate and timely responses, and elevate our overall security posture. You will operate at the intersection of technical security, customer success, audit, and AI innovation, leveraging Harvey’s own tools to improve the speed, automation, and accuracy of our responses.
Responsibilities
- Act as the primary technical point of contact for the Go-To-Market (GTM) team and customers regarding security questions.
- Provide timely, accurate, and empathetic responses to questionnaires and concerns to unblock deals while maintaining high security standards.
- Leverage AI and internal tools to continuously improve the efficiency and accuracy of the response process.
- Build scalable workflows to reduce manual overhead and improve response times while optimizing quality.
- Establish and report on key performance indicators (KPIs) for the Customer Trust function.
- Use data to track team impact, response velocity, quality of answers, and the influence of trust on sales outcomes.
- Manage the Trust Center and create/maintain a high-quality security and regulatory knowledge base.
- Develop thought leadership supporting GTM teams to handle complex security discussions.
- Partner closely with Product Security, Legal, and GTM/Sales to align on security positioning, product roadmaps, and evolving customer requirements.
Requirements
- 7+ years of experience in Information Security, Customer Trust, Technical Program Management, or Management Consulting, with a proven track record of defining and building compliance programs.
- Background in audit and compliance (e.g., SOC2, ISO 27001).
- Comfort navigating complex compliance frameworks and communicating controls and capabilities to customers.
- Exceptional customer/client service skills.
- Adept at understanding the 'why' behind customer concerns.
- Ability to communicate complex technical and regulatory topics to non-technical stakeholders.
- 1-2+ years of experience leveraging AI models or automation to drive program efficiencies.
- Strong analytical skills with a focus on metrics.
- Comfort establishing dashboards and reporting on functional performance to leadership.
- Comfort with ambiguity, a high level of patience, and the ability to remain calm and decisive under pressure.