Product Manager, Customer Experience

Job Description

Job Description

About ParetoHealth

ParetoHealth is redefining the way employers fund healthcare. As the largest and fastest-growing benefits captive in the United States, we help thousands of small and midsize employers take control of healthcare costs through a smarter, more sustainable model.

Our mission is simple: give small and midsize employers the scale and protection they need to eliminate volatility and lower healthcare costs.

By combining data-driven insights, innovative risk management, and the collective purchasing power of our community, we enable employers to reduce volatility, improve long-term outcomes, and reinvest savings into their businesses and their people.

Headquartered in Philadelphia, ParetoHealth is growing rapidly and transforming one of the country's largest industries. Our success is fueled by talented people who are united by our four core values: Fire in the Belly, For the Greater Good, See the Field, and Get It Done Right. These values shape how we innovate, collaborate, make decisions, and deliver exceptional results for our clients and one another.

If you're energized by solving complex challenges, thrive in a high-growth environment, and want to help reshape the future of healthcare, we'd love to meet you.

Please note that ParetoHealth does not provide employment visa sponsorship for this position. Candidates must be authorized to work in the United States without sponsorship both now or in the future.

Position Summary:

In this role, you'll own a portfolio of customer-facing products and capabilities that serve insurance brokers, employer groups, members, and internal service teams. You'll partner closely with Engineering, Design, Data, Operations, Marketing, and Customer Success to identify opportunities, prioritize investments, and deliver solutions that improve customer satisfaction, operational efficiency, and business outcomes.

This is a highly execution-focused role and an opportunity to solve complex problems at the intersection of healthcare, insurance, and technology while helping define the future customer experience for one of the fastest-growing companies in employer health benefits. Success requires the ability to make decisions with imperfect information, move quickly, and deliver measurable impact in a fast-paced environment.

This role reports to the Director of Product, Customer Experience.

Key Responsibilities:

• Define and execute the product vision, strategy, and roadmap for customer experience initiatives aligned to company objectives.
• Partner with Engineering, Design, Analytics, Customer Management, Marketing, and business stakeholders to deliver high-impact product enhancements.
• Deeply understand customer needs through research, feedback, analytics, and market insights, translating those findings into product opportunities.
• Define success metrics, KPIs, and OKRs to measure product performance and continuously improve customer and business outcomes.
• Write clear product requirements and use stories, ensuring alignment across technical and business teams.
• Lead cross-functional initiatives from discovery through launch, proactively identifying risks, managing tradeoffs, and driving execution.
• Communicate product strategy, roadmap progress, and key decisions to stakeholders and executive leadership.

Required Qualifications / Skills:

• 3-5 years of experience collaborating cross-functionally among engineers, designers, operations experts, and others in a Product Management or Product Management-adjacent role.
• 2+ years of experience in driving rigorous prioritization processes.
• Strong analytical skills with experience using customer insights, product metrics, and data to inform prioritization and decision-making.
• Excellent written and verbal communication skills, including the ability to communicate complex concepts to technical and non-technical audiences.
• Experience working in fast-paced, evolving environments with competing priorities.
• Bachelor's degree required; MBA or advanced degree in a related field is a plus.

Perks & Benefits:

• Fully paid medical, dental, and vision benefits.
• Flexible PTO
• 401k company contribution
• Tuition reimbursement
• Professional development allowance
• Transportation allowance and daily parking reimbursement
• Engaging hybrid work environment

We are guided by our values:

Fire in the belly

The drive to learn, to improve, and to deliver outstanding value every day.

See the field

The ability to see the big picture and prepare to meet tomorrow's needs.

Get it done right

The passion to produce at higher rates and to the highest standards.

For the greater good

A united community creating better health benefit solutions for all.

Please note that any communication from our recruiters and hiring managers at ParetoHealth about a job opportunity will only be made by a ParetoHealth employee with an @paretohealth.com address. ParetoHealth does not conduct text message or chat-based interviews. Any other email addresses, agencies, or forums may be phishing scams designed to obtain your personal information. We will not ask you to provide personal or financial information, including, but not limited to, your social security number, online account passwords, credit card numbers, passport information, and other related banking information until we begin onboarding activities, which will be coordinated by a member of the ParetoHealth People Ops Team with an @paretohealth.com email address. Disclosures: ParetoHealth is an Equal Opportunity Employer and does not discriminate on the basis of race, color, religion (creed), gender, gender expression, age, national origin (ancestry), disability, marital status, sexual orientation, or military status, in any of its activities or operations. These activities include, but are not limited to, hiring and firing of staff, selection of volunteers and vendors, and provision of services. We are committed to providing an inclusive and welcoming environment for all members of our staff, clients, volunteers, subcontractors, vendors, and clients. California Applicants : See Pareto's CCPA Notice of Collection for California Employees and Applicants for information about how Pareto Captive Services, LLC, Pareto Health, LLC, and Pareto Underwriting Partners, LLC, together with their respective subsidiaries (collectively, "Pareto") collects and uses personal information submitted by employment applicants.