Product Systems & Insights PM — Voice of Customer Lead

Harvey AI; New York (NY); Hybrid; USD 155,000 - 233,000; Full time

Job summary

Harvey is seeking a Product Operations Manager in New York to own the Voice of the Customer pipeline, bug lifecycle, and operating rhythm across Engineering, Product, and Design. You’ll build scalable processes and define the feedback taxonomy to guide product priorities.

You’ll design rituals, run cross-functional planning, and drive alignment with CS, Support, Sales, and GTM while delivering clear, measurable signals to leadership.

Qualifications

• 5+ years in program management or product operations at a high-growth tech or SaaS company
• Built processes from scratch and scaled them
• Hands-on experience running bug triage or incident/defect management across Engineering and Support
• Experience designing and facilitating product development rituals 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

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

Skills

Program management

Product operations

Bug triage / incident management

Ritual design / planning

Cross-functional alignment

Taxonomy / data tooling

AI-native products experience

Job description

Harvey is seeking a Product Operations Manager in New York to own the Voice of the Customer pipeline, bug lifecycle, and operating rhythm across Engineering, Product, and Design. You’ll build scalable processes and define the feedback taxonomy to guide product priorities.

You’ll design rituals, run cross-functional planning, and drive alignment with CS, Support, Sales, and GTM while delivering clear, measurable signals to leadership.