Technical Program Manager, Customer Trust

📋 Description

• • At Harvey, we’re transforming how legal and professional services operate by combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise.
• • This is a rare chance to help build a generational company at a true inflection point, with 1500+ customers in 60+ countries, strong product-market fit, and world-class investor support.
• • Our team moves fast, takes ownership, and is deeply committed to the mission, operating with intensity, staying close to our customers, and pushing each other for excellence.
• • We live by three values: Decisiveness, Simplicity, and Job's Not Finished.
• • In this role, you will report to the Head of Trust and serve as the primary leader for the Customer Trust function, building and leading a high-performing team across time zones to address customer security inquiries and support our Go-To-Market (GTM) team.
• • You will operate at the intersection of technical security, customer success, audit, and AI innovation, leveraging Harvey’s own tools to improve the speed, automation, and accuracy of our responses.
• • This is a unique opportunity to shape the customer trust narrative, manage our Trust Center, and empower Harvey to win complex deals.
• • As the primary technical point of contact for our Go-To-Market (GTM) team and customers regarding security questions, you will provide timely, accurate, and empathetic responses to questionnaires and concerns.
• • You will leverage AI and Harvey’s internal tools to continuously improve the efficiency and accuracy of our response process, building scalable workflows to reduce manual overhead and improve response times while optimizing quality.
• • You will establish and report on key performance indicators (KPIs) for the Customer Trust function, using data to track team impact, response velocity, quality of answers, and the influence of trust on sales outcomes.
• • You will manage our Trust Center, create and maintain a high-quality security and regulatory knowledge base, and help develop thought leadership supporting our GTM teams to handle complex security discussions.
• • You will partner closely with Product Security, Legal, and GTM/Sales to align on security positioning, product roadmaps, and evolving customer requirements.
• • You will report to the Head of Trust and will be responsible for building and leading a high-performing team across time zones to address customer security inquiries and support our Go-To-Market (GTM) team.
• • You will be responsible for establishing and reporting on key performance indicators (KPIs) for the Customer Trust function, using data to track team impact, response velocity, quality of answers, and the influence of trust on sales outcomes.
• • You will be responsible for managing our Trust Center, creating and maintaining a high-quality security and regulatory knowledge base, and helping develop thought leadership supporting our GTM teams to handle complex security discussions.
• • You will be responsible for partnering closely with Product Security, Legal, and GTM/Sales to align on security positioning, product roadmaps, and evolving customer requirements.
• • You will have 7+ years of experience in Information Security, Customer Trust, Technical Program Management, or Management Consulting, with a proven track record of defining and building compliance programs rather than just maintaining them.
• • You will have a background in audit and compliance (e.g., SOC2, ISO 27001), and be comfortable navigating complex compliance frameworks and communicating those controls and capabilities to customers as needed.
• • You will have exceptional customer/client service skills, and be adept at understanding the 'why' behind customer concerns and communicating complex technical and regulatory topics to non-technical stakeholders.
• • You will have 1-2+ years of experience leveraging AI models or automation to drive program efficiencies (e.g., automating knowledge base management or response drafting).
• • You will have strong analytical skills with a focus on metrics, and be comfortable establishing dashboards and reporting on functional performance to leadership.
• • You will have comfort with ambiguity and a high level of patience and the ability to remain calm and decisive under pressure.
• • The compensation for this role is $150,900 - $278,000 USD, depending on your location.
• • Depending on your location, an applicant privacy notice may apply to you.
• • Harvey is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.
• • We are committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing [email protected]