Harvey

Operations

• Hire, manage, and develop a team of support operations specialists to achieve team outcomes; set clear goals, provide regular feedback, and create an environment where the team can do their best work.
• Lead high-impact, cross-functional initiatives that improve the scalability and effectiveness of User Operations, including designing and optimizing end-to-end support workflows.
• Own and evolve support tooling (e.g., Zendesk), ensuring it enables automation, reporting, and operational excellence; identify and implement opportunities to reduce manual work and improve response times.
• Define and track key support metrics (SLA, CSAT, quality, volume trends); build dashboards and reporting cadences that surface insights for leadership and drive strategic improvements.
• Partner with Voice of the Customer and Engineering to formalize feedback loops and ensure customer pain points inform roadmap decisions.
• Partner with Support Managers to improve QA frameworks, training processes, and performance management systems; reduce friction for frontline specialists through better documentation and clearer ownership.
• Contribute to hiring profiles, onboarding programs, and career pathing as the team grows.

Support Operations Manager, User Operations

System Administrator

• Own the implementation and configuration of Zendesk as Harvey’s primary support platform
• Integrate Zendesk with Harvey’s broader tooling ecosystem
• Partner with Support leadership to translate operational requirements into system configurations
• Maintain system health: monitor performance, manage user permissions and roles
• Build and maintain reporting and dashboards within Zendesk
• Evaluate and implement Zendesk apps and add-ons that improve support efficiency
• Document system configurations, integration logic, and administrative processes
• Stay current on Zendesk product updates

Support Systems Administrator, User Operations

Learning and Development

• Translate content plans from the Lead Customer Education Strategist into polished, outcome-based courses and learning paths for Harvey Academy, spanning e-learning modules, instructional videos, interactive exercises, and one-pagers.
• Design detailed storyboards, scripts, and course outlines that translate complex technical product concepts into clear, accessible learning experiences for diverse audiences.
• Produce high-quality instructional videos end-to-end, from scripting and storyboarding through filming and editing, and collaborate with the Video Content Creator to ensure consistency in tone, narrative, and pedagogy.
• Partner with the Learning Designer to align on content standards, divide workload across the Academy curriculum, and maintain a consistent learner experience.
• Apply adult learning principles, UX-for-learning best practices, and instructional design frameworks to maximize clarity, engagement, and knowledge retention across all content.
• Help maintain and organize Harvey Academy’s learning platform, including updating courses, ensuring content accuracy, and managing learning path updates tied to new product features and release cycles.
• Collaborate with Product, Engineering, and User Operations teams to stay current on product capabilities and translate technical features into accessible learning materials.
• Analyze learner feedback and content analytics to refine course effectiveness, identify content gaps, and continuously improve the learner experience.
• Maintain and improve Harvey’s content systems — applying existing templates and standards while surfacing opportunities to streamline and strengthen them.
• Support broader customer education initiatives that strengthen Harvey’s self-serve learning ecosystem and contribute creative ideas to elevate the overall program.

Senior Instructional Designer, Customer Education

• Own the implementation and configuration of Zendesk as Harvey’s primary support platform, including ticket routing, views, triggers, automations, macros, SLA policies, and agent workspace setup.
• Integrate Zendesk with Harvey’s broader tooling ecosystem — including CRM, product data, internal communication tools, and reporting infrastructure — to ensure a seamless support workflow.
• Partner with Support leadership to translate operational requirements into system configurations; act as the technical translator between what the support team needs and what the tooling can do.
• Maintain system health: monitor performance, manage user permissions and roles, troubleshoot issues, and ensure the platform is reliable and up to date.
• Build and maintain reporting and dashboards within Zendesk that give Support leadership visibility into ticket volume, SLAs, agent performance, and customer trends.
• Evaluate and implement Zendesk apps and add-ons that improve support efficiency, including AI-powered features for triage, suggested responses, and deflection.
• Document system configurations, integration logic, and administrative processes to ensure continuity and support future team members.
• Stay current on Zendesk product updates and proactively identify opportunities to improve the platform as new capabilities become available.

Product Designer

• Own and drive user-centered design strategy for a major domain surface at Harvey, in close partnership with Product and Engineering leadership. Identify new problems and opportunities rooted in user problems, working intimately with user research and data to propose paths forward
• For roadmap delivery, navigate trade-offs across scope, quality, and speed while maintaining a high bar for craft and outcomes. Proactively identify risks, unblock teams, and drive alignment across functions to ship high-quality work.
• Define and champion what “great” looks like for AI-powered professional workflows at Harvey.
• Set and maintain the craft bar across interaction design, systems thinking, content, and visual execution.
• Lead your teams to define bold product bets—especially where AI meaningfully changes how work gets done. Translate complex technical capabilities into simple, trustworthy, and intuitive user experiences that is world-class AI design
• Own org design, resourcing, and prioritization across multiple teams and initiatives.
• Build, lead, and grow a team of product designer ICs with strong craft, systems thinking, and product instincts.
• Drive strategic, visual and systems-oriented feedback for end-to-end flows and experiences to ensure they are simple and delightful.
• Champion process improvements that streamline team workflows, governance models, and cross-team collaboration, ensuring your domain/pillar scales efficiently.
• Partner with design, product, and engineering leaders to evolve Harvey’s design culture, processes, and operating model.
• Establish best practices for decision-making designing AI-powered products in high-trust, high-stakes environments.
• Partner closely with Design Ops, Research, Product Ops, and Engineering leadership to improve how teams work together.
• Represent design in high-stakes conversations with executive leadership.

Senior Manager, Product Design – Admin & In House

• Own and drive design strategy across portfolio of teams, ensuring a cohesive, high-quality end-to-end experience.
• Identify new problems and opportunities rooted in user problems, working intimately with user research and data to propose paths forward.
• Navigate trade-offs across scope, quality, and speed while maintaining a high bar for craft and outcomes.
• Define and champion what “great” looks like for AI-powered professional workflows at Harvey.
• Lead your teams to define bold product bets—especially where AI meaningfully changes how work gets done.
• Build, lead, and grow a team of product designer ICs with strong craft, systems thinking, and product instincts.
• Drive strategic, visual and systems-oriented feedback for end-to-end flows and experiences to ensure they are simple and delightful.
• Partner with design, product, and engineering leaders to evolve Harvey’s design culture, processes, and operating model.
• Establish best practices for decision-making designing AI-powered products in high-trust, high-stakes environments.

Director, Product Design – Core Product

• Own and drive user-centered design strategy for a major domain surface at Harvey, in close partnership with Product and Engineering leadership. Identify new problems and opportunities rooted in user problems, working intimately with user research and data to propose paths forward
• For roadmap delivery, navigate trade-offs across scope, quality, and speed while maintaining a high bar for craft and outcomes. Proactively identify risks, unblock teams, and drive alignment across functions to ship high-quality work.
• Define and champion what “great” looks like for AI-powered professional workflows at Harvey.
• Set and maintain the craft bar across interaction design, systems thinking, content, and visual execution.
• Lead your teams to define bold product bets—especially where AI meaningfully changes how work gets done. Translate complex technical capabilities into simple, trustworthy, and intuitive user experiences that is world-class AI design
• Own org design, resourcing, and prioritization across multiple teams and initiatives.
• Build, lead, and grow a team of product designer ICs with strong craft, systems thinking, and product instincts.
• Drive strategic, visual and systems-oriented feedback for end-to-end flows and experiences to ensure they are simple and delightful
• Champion process improvements that streamline team workflows, governance models, and cross-team collaboration, ensuring your domain/pillar scales efficiently.
• Partner with design, product, and engineering leaders to evolve Harvey’s design culture, processes, and operating model.
• Establish best practices for decision-making designing AI-powered products in high-trust, high-stakes environments.
• Partner closely with Design Ops, Research, Product Ops, and Engineering leadership to improve how teams work together.
• Represent design in high-stakes conversations with executive leadership.

Senior Manager, Product Design, Admin & In House

Attorney

• Engage with English- and Swedish-speaking lawyers at existing and prospective customers to understand their workflow challenges, strategic objectives, and broader firm context — then demonstrate how Harvey’s AI solutions can address them.
• Establish yourself as a credible expert in solving customers’ specific legal problems (e.g. researching public and private databases for certain types of information, drafting and analyzing contractual provisions and whole documents, analyzing briefs and filings, corporate governance, conducting due diligence).
• Lead product demonstrations tailored to the context of various law firm practice groups and in-house legal teams, asking questions to validate how Harvey can add value and then showcasing Harvey’s features and benefits relevant to each prospective client’s potential use cases.
• Partner with the marketing team to develop content that will resonate with lawyers, tailored to the unique needs of their practice areas and client types.
• Act as the “Voice of the Customer,” using your legal perspective to help the broader sales team to develop and implement more effective strategies and synthesize customer feedback for the product team through a legal lens.
• Tailor the introduction of new solutions to specific customer needs.
• Further the market perception of Harvey as uniquely credible, substantive, and helpful in applying its AI solutions to make lawyers better at their jobs.
• Conduct research and analysis on customers and competitors.

Legal Engineer

Technical Recruiter

• Partner closely with technical leadership to deeply understand hiring needs while providing strategic guidance on recruiting best practices
• Build and nurture a strong pipeline of technical talent to support both current hiring and future growth
• Advise hiring managers on market dynamics, compensation insights, and effective talent acquisition strategies
• Identify opportunities to streamline recruiting workflows and enhance operational efficiency across the hiring process
• Ensure data integrity and accuracy within our Applicant Tracking System (Ashby), maintaining a high standard of system hygiene
• Mentor and support other team members to elevate overall recruiting performance and execution
• Lead strategic sourcing initiatives to engage top-tier, passive candidates across various technical disciplines
• Collaborate cross-functionally within the company to align recruiting efforts with broader organizational goals

Senior Technical Recruiter

• Lead the design of end-to-end product experiences, from initial concept through polished execution.
• Collaborate closely with product managers, engineers, and AI researchers to translate business objectives into user-centered designs.
• Shape and refine our design system to ensure a cohesive and scalable visual language across the product.
• Conduct user research to uncover pain points and opportunities, leveraging insights to inform design decisions.
• Develop prototypes to explore and validate new features, workflows, and interactions.

Staff Product Designer

Account Manager

• Ensure partners are enabled on the latest Harvey product roadmap and functionality, utilizing legal subject matter expertise to find creative solutions to partner problems.
• Help define the strategic partnerships roadmap, with input from our customer base, partners, and your legal experience.
• Stand up and/or deepen new partnerships initiatives, such as our law school student ambassador program and supporting faculty embeds in their courses, in close collaboration with the partnerships team.
• Coordinate across Harvey teams including Sales, Solution Engineering, Enablement, Operations, Customer Success, and Marketing to ensure partner needs are met and internal alignment is maintained.
• Identify and solve gaps in partnership strategy and execution, with input from our customer base, partners, and your legal experience.

Partner Manager – Law Schools, Legal Partnerships

Product Manager

• Partner directly with strategic accounts to uncover high-impact workflows
• Lead discovery for your assigned accounts and verticals
• Map workflows to the broader product
• Drive deployments end to end
• Define and track success metrics for the verticals you support
• Develop account-level and vertical-level roadmaps
• Collaborate cross-functionally with founders, executives, engineering, and legal research
• Influence new commercial models for agent-led solutions
• Champion repeatability to transform one-off solutions into product features

Staff Product Manager, Agents

Customer Success Manager

• Serve as the primary contact for customers with a prescriptive and consultative approach and as a thought partner to deliver a superior customer experience.
• Lead the integration of Harvey into daily workflows, ensuring seamless adoption and optimal use of our AI solutions.
• Proactively and strategically manage overall account health by monitoring key indicators, addressing risks early and driving initiatives that support long-term customer success and retention.
• Evangelize the power of Harvey as you meet with end users and collaborate with Legal Product Specialists to enable end users to adopt Harvey on a daily-basis as it becomes a “must have” product.
• Direct stakeholder engagement and facilitate executive engagement, transforming customers into Harvey champions within their organizations.
• Relay customer insights to our internal teams and collaborate with Product to aid in the continuous improvement of our product and services.
• Travel required: Up to 25% of the time.

Security Engineer

• Incorporate secure design principles into our cloud architecture.
• Develop isolation mechanisms (e.g. sandboxing) in collaboration with our product engineering team
• Review security-critical configuration changes and act as Codeowner for security-critical parts of our cloud configurations (everything is IaC)
• Audit our existing cloud environment for vulnerabilities
• Develop policies and procedures for the secure creation and operation of our cloud environments

Support Operations Manager, User Operations

Support Systems Administrator, User Operations

Support Operations Manager, User Operations

Senior Instructional Designer, Customer Education

Support Systems Administrator, User Operations

Senior Manager, Product Design – Admin & In House

Director, Product Design – Core Product

Senior Manager, Product Design, Admin & In House

Legal Engineer

Senior Technical Recruiter

Staff Product Designer

Partner Manager – Law Schools, Legal Partnerships

Staff Product Manager, Agents

Customer Success Manager

Infrastructure Security Engineer