Program Manager, Product Systems and Insights
$155k - $233k • San Francisco • FullTime
Posted 18h ago
Job Location
San Francisco
Remote Work Policy
On-site
Employment Type
FullTime
Categories
Applied AI Engineer
About the job
Harvey is transforming legal and professional services by combining agentic AI, an enterprise-grade platform, and deep domain expertise. This is a unique opportunity to help build a generational company at an inflection point, with strong product-market fit and investor support. We are scaling rapidly and defining a new category. The work is ambitious, the bar is high, and the opportunity for growth is unmatched. Our team moves fast, takes ownership, and is deeply committed to our mission, operating with intensity and pushing for excellence. We value decisiveness, simplicity, and the understanding that the job is never finished.
Responsibilities
- Design and implement an end-to-end customer feedback pipeline, integrating intake from Customer Success, Support, Sales, and early-access programs into a structured system.
- Partner with RevOps to design and implement tooling and define workflows that make feedback submission the easy default for field teams.
- Establish weekly triage cadences and Service Level Agreements (SLAs) for classifying, routing, and tracking all feedback signals.
- Develop reporting for Product, Go-To-Market, and leadership teams, highlighting volume, themes, trends, and changes in customer feedback.
- Own and manage the classification model for feedback, including product area, matter stage, and root cause (e.g., missing capability, defect, usability friction).
- Provide Design and Research teams with dedicated views into relevant customer feedback signals.
- Design and manage core engineering, product, and design rituals, including planning cycles, roadmap reviews, design reviews, and monthly business reviews.
- Build scalable run-of-business systems for intake frameworks, RACI structures, decision logs, and shared calendars as Harvey grows.
- Facilitate roadmap planning by coordinating inputs across Product, Engineering, Design, and Go-To-Market teams, ensuring organizational transparency.
- Communicate clearly across Harvey about what Engineering, Product, and Design are building, their progress, and upcoming plans.
- Own the complete bug lifecycle, from intake via Support and the field, to defining severity, triage, routing to engineering teams, and tracking resolution.
- Define and gain agreement on severity and SLA standards for bugs across Customer Success, Support, and Engineering.
- Run recurring bug review meetings with engineering and product leads, escalating aging or customer-impacting defects.
- Report on bug volume, aging, and resolution trends by product area, and link defect signal back to the customer feedback taxonomy.
- Ensure closure with Support and Customer Success so customers are informed when their issues are resolved.
Requirements
- 5+ years in program management, product operations, or a similar operational role at a high-growth tech or SaaS company.
- Proven experience building and scaling processes and programs from scratch.
- Hands-on experience managing bug triage or incident/defect management processes involving 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, with the ability to own and enforce a taxonomy and its associated systems.
- Ability to translate complex qualitative and quantitative input into clear, structured outputs.
- Proven ability to drive alignment and adoption across Customer Success, Support, Sales, Product, and Engineering without direct authority.
- Experience with AI-native or highly technical products is a plus.
- A talent for creating clarity in ambiguous situations and a drive to tackle new challenges.