Program Manager, Product Systems and Insights

The role

You will own the Voice of the Customer program and product operating rhythm. You will design feedback pipelines, manage bug lifecycles, and coordinate planning rituals for Engineering, Product, and Design.

What you will do

• Design and stand up the end-to-end feedback pipeline
• Partner with RevOps to design and implement tooling
• Set the weekly triage cadence and SLAs
• Build reporting on volume, themes, and trends
• Own the classification model for product areas and root causes
• Design and run core engineering, product and design rituals
• Build run-of-business systems like intake frameworks and decision logs
• Facilitate roadmap planning by coordinating inputs across departments
• Own the end-to-end bug lifecycle from intake to resolution tracking
• Run recurring bug reviews and report volume and resolution trends

Required qualifications

• 5+ years in program management, product operations, or a related operational role at a high-growth tech or SaaS company
• Experience building and scaling processes and programs from scratch
• Hands-on experience running 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
• Ability to drive alignment and adoption across CS, Support, Sales, Product, and Engineering without direct authority

Nice to have

• Experience with AI-native or highly technical products

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.