We are seeking an experienced Senior Product Manager to lead the development of innovative AI-powered patient engagement experiences within a virtual healthcare environment. In this role, you will shape how conversational AI and intelligent automation support patients and families throughout their healthcare journey, from initial inquiries and enrollment to ongoing treatment engagement. You will own the strategy, roadmap, and execution of patient-facing AI solutions across multiple channels, including chat, voice, SMS, and in-app experiences. Working closely with Clinical, Engineering, Design, Data, Operations, and Compliance teams, you will ensure that AI meaningfully improves access to care while reducing administrative complexity. You will also establish the frameworks needed to evaluate AI performance, maintain clinical safety, and deliver measurable improvements in patient outcomes. This is a hands-on strategic leadership opportunity for someone passionate about responsible AI innovation, exceptional user experiences, and making quality healthcare more accessible.
- AI Product Strategy and Roadmap: Own the end-to-end strategy, development, and execution of patient-facing AI experiences, defining the product roadmap from opportunity identification and prototyping through safety assessments, phased launches, and continuous optimization.
- Conversational AI Development: Personally design, build, and refine AI-powered agents across chat, voice, SMS, and in-app channels, including developing system prompts, conversation flows, guardrails, and evaluation datasets.
- Patient Journey Optimization: Develop seamless automated experiences that support patients and families throughout their healthcare journey, including initial inquiries, intake, eligibility verification, scheduling, benefits and billing, care-team communications, and operational handoffs.
- Responsible AI Implementation: Ensure AI solutions are introduced thoughtfully and responsibly, prioritizing patient needs, clinical quality, and meaningful outcomes rather than automation volume alone. Identify situations where human intervention is essential and ensure technology enhances rather than replaces human care.
- Patient Engagement and Lifecycle Communications: Partner with behavioral insights and patient engagement teams to develop lifecycle communication strategies across engagement platforms and AI agents, progressing toward a Next Best Action model that delivers the right message through the right channel at the right time.
- Behavioral Science Integration: Apply behavioral science principles, including friction reduction, timing, message framing, and habit formation, to improve conversation design, patient engagement, and treatment continuity.
- Clinical Safety and Escalation: Collaborate with clinical leadership to establish safety standards for AI-powered conversations, including crisis detection, escalation protocols, appropriate communication boundaries, and reliable human handoffs for sensitive or high-risk situations.
- Operational Workflow Transformation: Work with Operations teams to redesign existing processes around AI capabilities, determining which activities should be automated, which require human oversight, and how employees can review, correct, and take over AI-driven interactions.
- Performance Measurement and Evaluation: Establish comprehensive evaluation frameworks covering pre-launch testing, ongoing production monitoring, and measurable success criteria. Track AI performance through patient outcomes, access to care, operational efficiency, engagement, and satisfaction.
- Cross-Functional Collaboration: Partner with Clinical, Product, Engineering, Design, Data, Operations, Compliance, and Commercial teams to align priorities, resolve development challenges, and bring new AI initiatives safely into production.
- Patient and Family Co-Design: Engage patients and families through advisory groups and structured feedback initiatives to test, evaluate, and improve AI-powered experiences based on real user needs.
- Executive Communication: Present product vision, strategic recommendations, risk assessments, performance insights, and measurable business outcomes to executive and clinical leadership.
- Vendor and Technology Management: Manage external AI technology providers and platform partners, evaluate vendor capabilities, assess build-versus-buy decisions, and identify opportunities to optimize technology costs and performance.
- Continuous Improvement: Monitor real-world agent performance, analyze feedback and operational data, and continuously refine prompts, workflows, safeguards, and product experiences.
- Strategic Organizational Impact: Drive key organizational objectives and contribute to the long-term vision for using AI to improve healthcare accessibility, patient engagement, and the quality of care delivery.
Requirements:
- 5+ years of professional experience in software product management, including dedicated experience launching and managing production conversational AI, LLM-powered agents, or automated customer-facing or patient-facing workflows.
- Demonstrated experience defining product strategies, developing comprehensive technical specifications, and managing full product lifecycles within agile development environments.
- Proven product judgment and strong user experience instincts, with the ability to design cohesive, high-quality experiences across multiple channels and identify when automation is appropriate versus when human interaction is preferable.
- Hands-on experience collaborating with engineering teams on AI agent development, including tool integrations, orchestration of multi-step tasks, memory and context management, and grounding AI responses in trusted knowledge sources.
- Understanding of AI model and vendor trade-offs, including response quality, cost, latency, scalability, and build-versus-buy decisions.
- Experience implementing and managing third-party agentic AI platforms or vendors in production environments, including designing automated workflows that integrate effectively with real-world clinical or operational processes.
- Previous healthcare experience strongly preferred, particularly within virtual care, patient engagement, healthcare technology, or other regulated healthcare environments.
- Demonstrated experience designing safe escalation mechanisms and human-in-the-loop workflows for sensitive or high-risk user populations.
- Strong understanding of healthcare privacy and compliance requirements, including HIPAA regulations and the appropriate handling of Protected Health Information (PHI).
- Behavioral health experience is highly desirable, particularly experience working with vulnerable populations or designing patient-centered digital health experiences.
- Proven ability to define and monitor product metrics that connect AI performance to user experience and operational outcomes, including patient access, engagement, efficiency, and satisfaction.
- Strong analytical and hypothesis-driven approach to product development, with experience designing and executing experiments such as A/B testing and phased rollouts.
- Ability to interpret performance data, evaluate product impact, and make evidence-based decisions about which solutions to scale, improve, or discontinue.
- Demonstrated ability to lead complex, multidisciplinary initiatives and align technical, clinical, operational, and executive stakeholders around shared objectives.
- Strong influencing and leadership skills, with the ability to establish best practices, encourage collaboration, mentor colleagues, and drive results without relying on formal authority.
- Excellent written and verbal communication skills, including the ability to translate complex technical and AI concepts into clear recommendations for diverse audiences.
- Strong organizational skills, sound judgment, and the ability to remain composed while managing ambiguity, competing priorities, and complex constraints.
- A patient-first mindset, with a genuine interest in responsible AI innovation and improving access to evidence-based healthcare.
Benefits:
- Competitive Compensation: Annual base salary ranging from $157,500 to $175,000, with additional bonus opportunities.
- Flexible Time Off: Flexible paid time off policy, with approximately 3–5 weeks recommended annually.
- Paid Holidays: 11 paid company holidays each year.
- Parental Leave: Generous parental leave benefits.
- Healthcare Coverage: Comprehensive medical, dental, vision, life, and accidental death and dismemberment (AD&D) insurance.
- Employer-Paid Premiums: Significant employer contributions toward individual and family healthcare coverage.
- Mental Health Support: Fully employer-paid mental health benefits, including access to five complimentary therapy sessions and five coaching sessions annually for employees and each of their dependents.
- Employee Assistance Program: Company-paid support covering mental health resources, legal services, financial guidance, and other personal needs.
- Healthcare Navigation: Employer-paid healthcare concierge services to help employees understand and manage their benefits.
- Retirement Savings: Access to a 401(k) retirement savings plan.
- Remote Work Support: Fully remote working arrangement with limited travel for occasional team meetings.
- Internet Stipend: $50 monthly stipend to help cover home internet expenses.
- Coworking Allowance: $250 monthly stipend toward coworking space expenses.
- Home Office Setup: Initial work-from-home stipend of up to $500, with an additional $200 refresh at the three-year anniversary and every two years thereafter.
- Company Equipment: Company-provided laptop.
- Inclusive Workplace: Commitment to diversity, equity, inclusion, and belonging, supported by dedicated employee initiatives and opportunities for meaningful participation.
- Accessible Work Environment: Reasonable accommodations throughout the recruitment process and employment.
- Mission-Driven Culture: Opportunity to contribute to improving access to evidence-based treatment and making a meaningful difference in the lives of patients and families.
