Product Manager - Patient Experience

This is not a supporting role. You'll own the patient experience end-to-end — the ongoing telehealth relationship, the DME order journey, and every lifecycle touchpoint — with one job: keep patients engaged and drive LTV and retention. A big part of that is AI. Our SMS and Voice AI systems increasingly are the patient experience, and you'll own their quality — deciding where AI runs the interaction, where it assists a human, and where a human takes over, then proving it works through disciplined evaluation. You'll work across Patient Experience, Growth Marketing, and Clinical Operations with real autonomy and a high bar.

Responsibilities

Own retention & LTV metrics and roadmap; Own the end-to-end patient experience — ongoing telehealth, DME order journey, and lifecycle comms — treated as one system; Decide where AI handles patient interactions end-to-end, assists a human, or human stays in the loop; Define what 'good' looks like for SMS and Voice AI, build eval sets from real conversations, catch regressions before they ship, and monitor safety in production; Maintain a prioritized backlog of retention experiments and enhancements, shipped and learned from fast; Define what 'working' means for retention and AI quality and prove it

Requirements

4+ years in product — with meaningful time owning retention, lifecycle, or growth in a D2C product; AI-native: you build, prototype, and debug with AI, and you're skeptical of any process that doesn't; You think in cohorts and behavioral data — and you know when the data is lying to you; You've evaluated or managed the quality of LLM/AI systems — rubrics, eval sets, regressions, safety — or you're hungry to own it; Comfortable with high ownership and minimal guardrails — you don't wait to be told what to prioritize; High-trust judgment — you care about clarity, trust, and safety in a healthcare context

Nice to have

healthtech, fintech, or regulated industries; lifecycle marketing exposure

Benefits

Competitive salary + meaningful equity; Unlimited PTO + 9 company holidays; Full benefits