Product Manager - Patient Experience

The Role

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. We want someone who reaches for AI before reaching for headcount and is comfortable bridging business problems with technical solutions.

What You'll Own

• Retention & LTV - own the metrics and the roadmap that move them.
• The end-to-end patient experience - ongoing telehealth, the DME order journey, and lifecycle comms, treated as one system, not a set of screens.
• AI-powered support - decide where AI handles patient interactions end-to-end, where it assists a human, and where a human stays in the loop.
• LLM evaluation & quality - define what “good” looks like for our SMS and Voice AI, build eval sets from real conversations, catch regressions before they ship, and monitor safety in production.
• Experiment velocity - a prioritized backlog of retention experiments and enhancements, shipped and learned from fast.
• Metrics - define what “working” means for both retention and AI quality, and prove it.

Who You Are

• 4+ years in product - with meaningful time owning retention, lifecycle, or growth in a D2C product.
• AI-native and technically fluent: you build, prototype, and debug with AI, can speak the language of engineers, and are comfortable reasoning through potential technical solutions and tradeoffs.
• You bring a strong technical foundation - whether through a degree in computer science or engineering, previous experience as a software engineer, or deep hands-on experience working with technical teams.
• 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.
• Bonus: healthtech, fintech, or regulated industries; lifecycle marketing exposure.

The Details

• Competitive salary + meaningful equity
• Hybrid, Union Square NYC (3 days/week)
• Unlimited PTO + 9 company holidays
• Full benefits