Technical Program Manager, Customer Trust

Job description

WHY HARVEY At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come. This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched. 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. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you. At Harvey, the future of professional services is being written today — and we’re just getting started. ROLE OVERVIEW Some of the world's largest companies and their law firms use Harvey’s AI capabilities to deliver world-class client services at unprecedented scale and efficiency. Harvey allows high-performing professionals to gain deep domain knowledge faster, understand the big picture, and tackle more complex challenges in less time. Our customers depend on us to deliver a secure, trustworthy, and compliant platform. Earning the trust of our customers is a business enabler and we value it more than anything else. 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. WHAT YOU'LL DO - Customer & AE Partnership: Act as the primary technical point of contact for our Go-To-Market (GTM) team and customers regarding security questions. Provide timely, accurate, and empathetic responses to questionnaires and concerns, ensuring we answer customer questions and unblock deals while maintaining high security standards. - AI-Powered Automation: Leverage AI and Harvey’s internal tools to continuously improve the efficiency and accuracy of our response process. Build scalable workflows to reduce manual overhead and improve response times while optimizing quality. - Metrics & Reporting: Establish and report on key performance indicators (KPIs) for the Customer Trust function. Use data to track team impact, response velocity, quality of answers, and the influence of trust on sales outcomes. - Sales Enablement & Thought Leadership: 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. - Cross-Functional Collaboration: Partner closely with Product Security, Legal, and GTM/Sales to align on security positioning, product roadmaps, and evolving customer requirements. WHAT YOU 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. - Audit Experience: A background in audit and compliance (e.g., SOC2, ISO 27001). You are comfortable navigating complex compliance frameworks and communicating those controls and capabilities to customers as needed. - Exceptional customer/client service skills. You are adept at understanding the "why" behind customer concerns and can communicate complex technical and regulatory topics to non-technical stakeholders. - 1-2+ years of experience leveraging AI models or automation to drive program efficiencies (e.g., automating knowledge base management or response drafting). - Strong analytical skills with a focus on metrics. You are comfortable establishing dashboards and reporting on functional performance to leadership. - Comfort with ambiguity and a high level of patience and the ability to remain calm and decisive under pressure. COMPENSATION $150,900 - $278,000 USD DEPENDING ON YOUR LOCATION, AN APPLICANT PRIVACY NOTICE MAY APPLY TO YOU. YOU CAN FIND ALL OF OUR APPLICANT PRIVACY NOTICES [HERE https://www.notion.so/harveyai/Harvey-Candidate-Privacy-Policies-319ac3fcdd7a803bb807d5094f249922]. #LI-KV1 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 accommodations@harvey.ai