Harvey

Content Marketing Manager

• Create and maintain clear, concise informational articles and how-to guides.
• Revise and update content alongside product releases to ensure information is accurate and accessible.
• Process content requests from internal teams, editing existing content and creating new materials.
• Translate complex support workflows, policies, and system processes into clear, step-by-step documentation.
• Enhance articles with visuals (screenshots, charts, videos) and ensure formatting supports readability and quick comprehension.
• Maintain consistent terminology, tone, and style across articles to ensure audiences receive clear, aligned guidance.
• Regularly review customer questions, search behavior, and feedback to identify unclear or missing content, and update articles proactively to improve the usefulness of self-service resources.
• Periodically test content from a user perspective to ensure information is easy to locate, accurate, and actionable.
• Track article performance (views, deflection rate, feedback) to inform content improvements.
• Ensure knowledge bases are well-structured, tagged, and formatted to maximize accuracy and relevance when surfaced through search or self-service experiences.
• Identify and close knowledge gaps by working with stakeholders to anticipate customer needs.
• Audit existing content regularly for accuracy, readability, and completeness.
• Document and organize internal Standard Operating Procedures (SOPs) for content processes.
• Assist with communication of content and product updates to the department, explaining changes and impact.
• Contribute ideas to improve workflows and content development practices to ensure scalability as the company grows.
• Partner with Product and Marketing teams to stay aligned on new features and customer needs.
• Gather feedback from customer-facing teams and end users to continuously improve Help Center usability.
• Collaborate with the Customer Education Strategist to ensure Help Center content aligns with broader customer education goals.
• Work closely with the Support team to gather feedback, validate accuracy, and identify areas where documentation can improve efficiency and reduce escalations.

Content Specialist, Customer Education

Attorney

• Manage and mentor a high-functioning team with a healthy culture
• Draft, review, and negotiate commercial AI SaaS contracts and other technology and AI-related agreements
• Provide training and develop resources in support of our sales and other cross-functional teams
• Opportunities to broaden your wheelhouse while performing the principal job as described above.

Manager, Commercial Legal

3D Artist

• Define and evolve motion principles, patterns, timing rules, curves, and easing standards that support clarity, trust, and comprehension of AI systems
• Design, prototype, and ship high-fidelity ui motion that clarifies system state, communicates progress, and reduces cognitive load in complex workflows
• Collaborate closely with product designers, engineers, and AI researchers to align motion with interaction intent and underlying system behavior
• Influence product and engineering to prioritize motion design within the roadmap
• Define and own motion guidelines and rules within the design system, including reusable components, documentation, and implementation guidelines
• Translate abstract AI behaviors such as inference, reasoning, waiting, confirmation, and error states into intuitive and legible motion
• Advocate for motion quality during design reviews and product decisions, balancing craft, performance, and scalability

Staff Product Motion Designer

• Manage and mentor a high-functioning team with a healthy culture
• Draft, review, and negotiate commercial AI SaaS contracts and other technology and AI-related agreements
• Provide training and develop resources in support of our sales and other cross-functional teams

Product Marketing

• Partner closely with GTM leaders to shape GTM strategy, refine existing processes, and optimize execution across the organization
• Drive Rhythm of the Business rigor and scalability by implementing operational processes and cadences that enable structured growth
• Partner with business leaders to define and drive strategic initiatives, iterating on new approaches in ambiguous or undefined areas
• Independently define and lead high priority GTM initiatives that address complex, high-impact problems
• Lead research and analysis to shape Harvey’s GTM “Minimum Deployable Unit” strategy and guide resource allocation
• Identify and remove operational bottlenecks across the customer journey by optimizing the deployment of specialized GTM expertise and resources

GTM Strategy – Operations

Administrative Assistant

• Own the end-to-end workplace and guest experience for the SF office, setting and maintaining standards for safety, functionality, and employee satisfaction
• Proactively identify operational improvements and lead implementation; maintain office systems, SOPs, and documentation to support a growing team
• Oversee daily office logistics (mail, access badges, seating, supplies)
• Coordinate with building management on maintenance, security, and facility needs
• Develop and manage the office operating budget; track spend, identify savings, and make data-informed recommendations
• Own vendor relationships end-to-end: selection, contract negotiation, performance management, and renewals
• Create a warm, inclusive office environment that reflects Harvey's values and culture
• Own the local workplace onboarding experience (office tours, swag, event planning) and partner with People Ops to continuously improve it based on new hire feedback
• Partner with the People team to bring culture initiatives to life in the SF office
• Coordinate logistics for team offsites, all-hands meetings, and visiting employees from other offices
• Partner with recruiting and executive teams on high-touch candidate and client visits
• Manage office-related communications and announcements
• Lead or contribute to workplace-related projects (office moves, buildouts, policy rollouts)
• Partner with IT, Security, People Ops, and Finance on initiatives that span functions

Office Manager

Engineering Manager

• Lead and grow a team of world-class engineers working on document ingestion, understanding, and retrieval.
• Define and execute a long-term technical roadmap for our document processing systems that aligns with Harvey’s product vision and the needs of our customers.
• Collaborate closely with Product, Infrastructure, and Applied AI teams to design robust systems that bridge cutting-edge research and production readiness.
• Stay hands-on: unblock engineers, participate in architecture reviews, and dive into code when needed.
• Cultivate a culture of engineering excellence, thoughtful experimentation, and continuous improvement.

Engineering Manager, Document Platform

Engineer

• Embed with customers to map out workflows, de‑risk constraints, and define crisp success metrics for custom builds.
• Design → prototype → productionize custom workflows: customize knowledge sources and retrieval pipelines, tool use/agents, prompts, and guardrails; then harden them for reliability, observability, and scale.
• Integrate workflows with clients systems (DMS, KM, ticketing, identity/SSO) and data sources; standing up secure connectors to the rest of the Harvey platform.
• Build and maintain evals & harnesses that capture real‑world quality on a client-by-client basis, wiring those signals into iteration loops and model choices.
• Operationalize adoption: run training, write crisp runbooks, and hand-off durable playbooks to customer champions—and to Harvey product/eng—so wins scale beyond one account.
• Surface field patterns (recurring prompts, tools, workflows, failure modes) that inform platform capabilities and future product bets.

Senior Forward Deployed Engineer

Operations

• Own a full, high-volume support queue while consistently handling the most complex, high-impact, or ambiguous customer issues.
• Serve as the senior escalation point for technical investigations, edge cases, and customer-impacting incidents.
• Lead live customer calls to troubleshoot issues in real time, set expectations, and drive resolution in high-stakes scenarios.
• Apply expert-level troubleshooting across product workflows, integrations, APIs, and system behavior.
• Exercise strong judgment in deciding when to resolve independently vs. when to escalate or involve cross-functional partners.
• Partner closely with Engineering and Product on bug investigations, reproductions, prioritization, and resolution.
• Write clear, actionable bug reports with strong reproduction steps and customer impact context.
• Track issues through resolution and communicate updates clearly to customers and internal stakeholders.
• Act as a bridge between technical teams and customers with varying levels of technical aptitude.
• Actively upskill peers by sharing troubleshooting frameworks, product insights, and best practices.
• Serve as a go-to resource for Specialists navigating difficult or ambiguous cases.
• Contribute to internal documentation, playbooks, and troubleshooting guides to scale knowledge across the team.
• Model excellent customer communication, prioritization, and decision-making under pressure.
• Identify themes, patterns, and systemic issues emerging from escalations and complex tickets.
• Surface actionable insights to User Operations leadership to inform product, tooling, or process improvements.
• Contribute to initiatives that improve support quality, reduce repeat issues, and increase operational efficiency.

Senior Technical User Operations Specialist

Customer Success Manager

• Support customer-facing moments tied to research and engagement initiatives, including panels, roundtables, community events, and executive sessions.
• Assist with planning and execution of community events and partner-led programs, including logistics, guest coordination, and on-site support.
• Help deliver “surprise and delight” moments tied to customer advocacy and loyalty initiatives, ensuring a high-quality customer experience.
• Support internal customer empathy initiatives, including All Hands participation and “Field Trip” programs, coordinating speakers, schedules, and materials.
• Act as a connector across teams (Marketing, Sales, Customer Success, Ops), ensuring stakeholders are aligned and informed.
• Maintain project documentation, timelines, and status updates to support visibility and execution across multiple concurrent initiatives.
• Help manage day-to-day execution across a wide portfolio of initiatives, flexing quickly as priorities shift.
• Track program inputs and outputs (participants, milestones, learnings) to support reporting and continuous improvement.
• Identify opportunities to improve processes, templates, and workflows to help the Customer Engagement function scale.
• Support the execution of flagship third party research initiatives in partnership with external firms.
• Coordinate logistics, timelines, and deliverables across internal teams and external research partners to keep projects on track.
• Assist in activating Harvey customers as research contributors and validators, including outreach coordination, scheduling, and follow-ups.
• Help translate research outputs into downstream assets by partnering with Product Marketing and Sales (e.g., narratives, slides, talking points, and internal enablement materials).

Customer Engagement Coordinator

Manager

• Own the strategy, design, and rollout of Harvey Academy certifications and credentials across roles, products, and customer segments
• Define certification levels, competency frameworks, learning objectives, and success criteria aligned with Harvey’s product and customer use cases
• Design and manage assessments, including exams, practical evaluations, and credential requirements
• Partner with Product and Legal Engineering to keep certification content current as Harvey evolves rapidly
• Collaborate with User Operations and Customer Success to ensure certifications reduce support dependency and accelerate time-to-value
• Manage certification operations end to end, including enrollment flows, credential issuance, renewals, and learner support
• Evaluate and manage certification platforms or LMS tools as needed
• Establish governance, quality standards, and review cycles to ensure credibility and consistency of credentials
• Track and report on certification program performance, including adoption, completion rates, customer outcomes, and business impact
• Explore opportunities for advanced, role-based, or partner certifications over time
• Collaborate with internal subject matter experts and external partners as needed to ensure certifications meet high standards of credibility and relevance.

Certifications & Credential Manager, Customer Education

• Own the strategy, design, and rollout of Harvey Academy certifications and credentials across roles, products, and customer segments
• Define certification levels, competency frameworks, learning objectives, and success criteria aligned with Harvey’s product and customer use cases
• Design and manage assessments, including exams, practical evaluations, and credential requirements
• Partner with Product and Legal Engineering to keep certification content current as Harvey evolves rapidly
• Collaborate with User Operations and Customer Success to ensure certifications reduce support dependency and accelerate time-to-value
• Manage certification operations end to end, including enrollment flows, credential issuance, renewals, and learner support
• Evaluate and manage certification platforms or LMS tools as needed
• Establish governance, quality standards, and review cycles to ensure credibility and consistency of credentials
• Track and report on certification program performance, including adoption, completion rates, customer outcomes, and business impact

• Own the strategy, design, and rollout of Harvey Academy certifications and credentials across roles, products, and customer segments
• Define certification levels, competency frameworks, learning objectives, and success criteria aligned with Harvey’s product and customer use cases
• Design and manage assessments, including exams, practical evaluations, and credential requirements
• Partner with Product and Legal Engineering to keep certification content current as Harvey evolves rapidly
• Collaborate with User Operations and Customer Success to ensure certifications reduce support dependency and accelerate time-to-value
• Manage certification operations end to end, including enrollment flows, credential issuance, renewals, and learner support
• Track and report on certification program performance, including adoption, completion rates, customer outcomes, and business impact