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About the Role
Harvey is transforming legal and professional services with frontier agentic AI. This role offers a unique opportunity to build a generational company at an inflection point, with strong product-market fit and investor support. The team is scaling fast, defining a new category, and seeking individuals driven by ambition and a desire for excellence.
Responsibilities
- Design and implement the end-to-end feedback pipeline from customer-facing teams into a structured system.
- Partner with RevOps to design and implement tooling and workflows for feedback submission.
- Establish weekly triage cadences and SLAs for feedback classification and routing.
- Build reporting on feedback volume, themes, trends, and changes for Product, GTM, and leadership.
- Own the feedback classification model, including product area, matter stage, and root cause.
- Provide Design and Research teams with visibility into relevant feedback signals.
- Design and facilitate core engineering, product, and design rituals, including planning cycles, roadmap reviews, and business reviews.
- Build scalable run-of-business systems for intake frameworks, RACI structures, decision logs, and calendars.
- Facilitate roadmap planning by coordinating inputs across Product, Engineering, Design, and GTM.
- Ensure transparency across the organization regarding EPD's roadmap, progress, and upcoming initiatives.
- Own the end-to-end bug lifecycle, from intake to resolution tracking.
- Define and implement severity and SLA standards for bug management.
- Run recurring bug reviews with engineering and product leads, escalating critical defects.
- Report on bug volume, aging, and resolution trends, linking defect signal to the Voice of the Customer taxonomy.
- Close the loop with Support and CS to inform customers about resolved issues.
Requirements
- 5+ years in program management, product operations, or a related 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.
- Experience designing and facilitating product development rituals with senior leaders.
- Deep fluency with feedback, ticketing, and data tooling.
- Ability to translate qualitative and quantitative input into structured outputs.
- Proven ability to drive alignment and adoption across departments without direct authority.
- Experience with AI-native or highly technical products is a plus.
- Ability to create clarity and thrive in ambiguous environments.
Skills
- Program Management
- Product Operations
- Process Design
- Program Scaling
- Bug Triage
- Incident Management
- Defect Management
- Product Development Rituals
- Feedback Tooling
- Ticketing Tooling
- Data Tooling
- Taxonomy Management
- Cross-functional Alignment
- Communication
Location
- Remote
Work Type
- Full-time
Experience Level
- 5+ years
Salary/Compensations
- $155,400 - $233,200 USD
About the Company
- Harvey is transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.
- The company has strong product-market fit and world-class investor support, and is scaling fast.
- Harvey's team moves fast, takes ownership, and is deeply committed to the mission, operating with intensity and pushing for excellence.
- The company values Decisiveness, Simplicity, and Job's Not Finished.
Equal Opportunity
- Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
- The company is committed to providing reasonable accommodations to applicants with disabilities.