Product Ops Leader: Voice of the Customer & Bug Lifecycle

Harvey; San Francisco (CA); On-site; USD 155,000 - 233,000; Full time

Job summary

Harvey in San Francisco is seeking a seasoned Product Operations professional to own the Voice of the Customer program, bug lifecycle, and the operating rhythm across Product, Engineering, and Design.

You will design scalable feedback pipelines, establish SLAs, and build reporting that leadership truly uses. This role partners with CS, Support, Sales, and RevOps to drive alignment and deliver high-impact improvements for a fast-growing, AI-native SaaS platform.

Qualifications

• 5+ years in program management, product operations, or a related operational role at a high-growth tech or SaaS company.
• Hands-on experience running bug triage or incident/defect management processes.
• Experience designing and facilitating product development rituals with senior engineering and design leaders.
• Deep fluency with feedback, ticketing, and data tooling; comfortable owning a taxonomy and the systems that enforce it.

Responsibilities

• 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
• 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; elevate 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

Job description

Harvey in San Francisco is seeking a seasoned Product Operations professional to own the Voice of the Customer program, bug lifecycle, and the operating rhythm across Product, Engineering, and Design.

You will design scalable feedback pipelines, establish SLAs, and build reporting that leadership truly uses. This role partners with CS, Support, Sales, and RevOps to drive alignment and deliver high-impact improvements for a fast-growing, AI-native SaaS platform.