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.
• • You will build and lead a high-performing team across time zones (US, UK, and beyond) to address customer security inquiries, support our Go-To-Market (GTM) team with accurate and timely responses, and elevate our overall security posture.
• • 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.
• • You will act as the primary technical point of contact for our Go-To-Market (GTM) team and customers regarding security questions.
• • You will leverage AI and Harvey’s internal tools to continuously improve the efficiency and accuracy of our response process.
• • You will establish and report on key performance indicators (KPIs) for the Customer Trust function.
• • 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 serve as the primary leader for the Customer Trust function.
• • You will build and lead a high-performing team across time zones (US, UK, and beyond).
• • You will operate at the intersection of technical security, customer success, audit, and AI innovation.
• • You will leverage Harvey’s own tools to improve the speed, automation, and accuracy of our responses.
• • You will shape the customer trust narrative, manage our Trust Center, and empower Harvey to win complex deals.
• • You will act as the primary technical point of contact for our Go-To-Market (GTM) team and customers regarding security questions.
• • You will leverage AI and Harvey’s internal tools to continuously improve the efficiency and accuracy of our response process.
• • You will establish and report on key performance indicators (KPIs) for the Customer Trust function.
• • 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 have 7+ years of experience in Information Security, Customer Trust, Technical Program Management, or Management Consulting.
• • You will have 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).
• • You will be comfortable navigating complex compliance frameworks and communicating those controls and capabilities to customers as needed.
• • You will have exceptional customer/client service skills.
• • You will be adept at understanding the 'why' behind customer concerns and can communicate 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.
• • You will have strong analytical skills with a focus on metrics.
• • You will 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.
• • You will be compensated between $150,900 - $278,000 USD.
• • You will be an equal opportunity employer and will 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.
• • You will be committed to providing reasonable accommodations to applicants with disabilities, and requests can be made by emailing [email protected]