Role OverviewHarvey ships fast, and our customers tell us constantly what's working and what isn't - through CSMs, support, sales, and early-access programs. Today that signal lives in a hundred places and reaches Product inconsistently, and the systems that let the EPD organization plan, review, and fix things at scale are still being built. You will own those systems: a single Voice of the Customer program that turns scattered feedback into structured, trusted input for every product team; a bug management process that gets defects triaged, prioritized, and resolved predictably; and the operating rhythm that keeps Engineering, Product, and Design aligned. You own the infrastructure and cadence; embedded Product Operations Managers own the interpretation and day-to-day judgment for their product areas.
What You'll DoVoice 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 the 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 (missing capability, defect, or usability friction)
- Give Design and Research standing views into the signal that matters to them
Product Operating Rhythm- Design and run the core engineering, product & design rituals: planning cycles, roadmap reviews, design reviews, and monthly business reviews
- Build the 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 and 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 that CS, Support, and Engineering all agree to and can see
- Run the recurring bug review with engineering and product leads; escalate aging or customer-impacting defects
- Report bug volume, aging, and resolution trends by product area, and connect defect signal back into the Voice of the Customer taxonomy
- Close the loop with Support and CS so customers hear when their issue is fixed
What You Have- 5+ years in program management, product operations, or a related operational role at a high-growth tech or SaaS company
- You've built processes and programs from scratch and scaled them - not just inherited and maintained them
- Hands-on experience running bug triage or incident/defect management processes across 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; you're comfortable owning a taxonomy and the systems that enforce it
- Ability to translate messy qualitative and quantitative input into clear, structured outputs
- Proven ability to drive alignment and adoption across CS, Support, Sales, Product, and Engineering without direct authority
- Experience with AI-native or highly technical products is a plus
- You create clarity where none exists, and you're energized by a blank slate
Compensation$155,400 - $233,200 USD
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