Product Manager - Health Tech

Role Description

We're seeking a Product Manager to own day-to-day operations, launches, and continuous improvement of an AI-powered Interactive Voice Response (IVR) platform that automates member call handling across health plan networks. This is not a traditional roadmap-focused PM role—you will operate at the intersection of product, operations, and vendor management, requiring comfort both monitoring live performance data and driving complex, cross-functional launches. This role directly impacts member access to care by ensuring our AI voice agent delivers a reliable, high-quality experience at scale.

Job Responsibilities

• Monitor daily performance metrics for the AI system, including success rates, failure rates, and handoff trends—especially following releases or new plan launches.
• Use data to develop and test hypotheses to improve system performance and member experience.
• Diagnose production issues and member complaints by listening to calls directly in the AI platform, identifying root causes, and coordinating resolutions.
• Lead post-launch monitoring windows to validate performance and catch issues early, combining dashboard analysis with direct call listening.
• Understand our client's API capabilities and limitations, and recommend specific enhancements needed to deliver required outcomes.
• Intake health plan SOPs from internal stakeholders and translate them into clear, AI-compatible requirements for implementation.
• Review UAT packages from the AI vendor, testing end-to-end call flows, identifying bugs, and providing go-live sign-off.
• Manage phased rollouts across health plans, tracking readiness, dependencies, and rollout sequencing.
• Serve as the primary internal point of contact for AI system updates, issues, and launches, providing clear, audience-tailored communication to leadership, operations, and growth teams.
• Act as the primary partner to the AI vendor, managing bug fixes, feature development, UAT, and launch execution.
• Maintain accurate, up-to-date plan configuration documentation as a source of truth for active plans, credentials, and routing logic.
• Partner closely with internal AI, operations, and growth teams to align on priorities, support implementations, and drive adoption of new capabilities.

Qualifications

• 3–5 years of product management experience or experience owning technically complex systems or platforms.
• Experience working with AI-powered tools, automation systems, or vendor-delivered technology platforms.
• Comfort working with data dashboards and interpreting performance signals to drive decisions and improvements.
• Experience supporting launches, UAT processes, and post-launch monitoring in a production environment.
• Strong cross-functional communication skills, with the ability to translate between technical teams, operations, and business stakeholders.
• Highly detail-oriented, with strong ownership of execution, QA, and rollout quality.
• Ability to operate with ambiguity and apply sound judgment in situations without a defined playbook.

Preferred Qualifications

• Experience working with voice technology, IVR systems, or conversational AI platforms.
• Experience in healthcare, Medicaid, Medicare Advantage, or other regulated environments.
• Experience managing external vendors as a core product delivery partner.
• Familiarity with APIs, system integrations, and backend service limitations.
• Experience supporting multilingual QA processes or coordinating Spanish-language call reviews.

Benefits

• Remote-first work environment.
• Competitive salary, annual bonus opportunities, and equity options.
• Remote with flexible hours.
• Comprehensive medical, dental, and vision insurance.
• 401(k) with company match.
• Generous PTO, paid company holidays, and paid parental leave.