Director, Product Management - Service Experience

We need to output HTML fragment with sections: About the role? Actually we have Position Summary, About The Team, Essential Job Responsibilities, Additional Job Responsibilities, Expected Education & Experience, Expected Compensation, About Athenahealth, What We Can Do For You (benefits). Also maybe "About The Team" is a section heading. Use

for section headings. Use

• for any list of duties/requirements/benefits. Use

  for prose. We must not repeat job title as heading. No Job ID. Remove boilerplate: cookie/navigation/legal/EEO/equal-opportunity/scam-warning boilerplate, duplicated lines, application instructions. Also remove the link at end? Probably remove the "Learn more about our culture and benefits here: athenahealth.com/careers https://www.athenahealth.com/careers/equal-opportunity". That's boilerplate. We need to preserve all substantive information. So include all content except removed bits. We need to decide which sections to include: we have Position Summary (maybe treat as "About the role"? The instruction says use headings like About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule. But we can also use other headings if they match content? It says use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule). It suggests those are examples; we can use those headings if appropriate. But we also have sections like "About The Team", "Essential Job Responsibilities", "Additional Job Responsibilities", "Expected Education & Experience", "Expected Compensation", "About Athenahealth", "What We Can Do For You". We need to map to allowed headings? The instruction: "use

  for section headings (e.g. About the role, Responsibilities, Requirements, Qualifications, Skills, Benefits, Pay, Schedule)." It doesn't forbid other headings, but says use those examples. Probably we should stick to those headings where applicable. However we have a lot of content that doesn't fit exactly those headings. But we can still use those headings and put content under them. For example: - About the role: could contain Position Summary and About The Team? Might be okay. - Responsibilities: Essential Job Responsibilities + Additional Job Responsibilities. - Requirements: Expected Education & Experience. - Qualifications: maybe same as Requirements? Could combine. - Skills: maybe not needed. - Benefits: What We Can Do For You (benefits). - Pay: Expected Compensation. - Schedule: maybe not present (no schedule info). So we omit Schedule. We must not emit a heading with filler/placeholder text. So we only include sections where we have real content. Thus we will output:

  About the role

  Position Summary ... About The Team ...

  But we need to preserve all substantive information. Let's extract. Position Summary paragraph: "Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. Position Summary You will lead the product strategy and roadmap for the Service Experience zone, the team building the AI agents and experiences that support our Customer Success organization. You will be responsible for building out first-of-a-kind AI-enabled workflows across onboarding, go-live, training, activation, coaching, and issue resolution. These tools support both athenahealth Customer Success teams and direct customer-facing workflows, with the goal of improving speed, quality, and satisfaction across the customer journey. You will direct the work of several engineering teams, partnering with the Engineering Manager and Experience Design leaders who make up the zone leadership team, and you will oversee and grow the product management team as the work scales. You will work with Customer Success, Information Technology, and commercial teams to decide what gets built and what comes first. Creating a close relationship and collaboration model with customers is essential. You will engage with them often, put working solutions in their hands early, and iterate quickly on what you learn. This role reports to the Vice President of Product Management, Data and Ecosystem Platform, and is a hybrid role based in Boston, MA." About The Team paragraph: "athenahealth operates one of the largest connected networks in healthcare, working with more than 160,000 providers and 117 million patients. Our mission is to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. The Service Experience zone is a new product development team, and its job is the AI enablement of the Customer Success journey: the part of the mission customers feel most directly when they are getting onboarded, getting trained, going live, and getting help optimizing their use of athenaOne." We can combine these into About the role section. Responsibilities: Essential Job Responsibilities list (multiple bullet-like sentences). Additional Job Responsibilities list. We need to turn each sentence into
• items. Let's extract essential responsibilities sentences (they are separated by periods). Let's list them: - Lead the product vision, roadmap, and long-term strategy for the Service Experience zone, sequencing work across the AI agents our Customer Success teams use and the shared capabilities that support them. - Stay close to customers, getting in front of them regularly to understand their experience firsthand, putting working solutions in their hands early, and iterating quickly on what you learn. - Drive customer research in partnership with the Experience Design team, using generative research to find unmet needs and evaluative research to test whether solutions work before we scale them. - Ground roadmap and investment decisions in research evidence alongside usage data and market signals. - Define product boundaries, trade-offs, and prioritization decisions that align with business goals and customer needs, including clear decisions about what to defer and why. - Evaluate product optimization opportunities and support resolution of product-related client and prospect escalations. - Collaborate with cross-functional leaders to align on success measures such as growth, customer satisfaction, cost to serve, and product performance. - Own product launch decisions, including evaluation of alpha and beta feedback, the boundaries of what an agent does on its own versus with human approval, and readiness for release. - Establish how we measure whether an agent is actually working, covering task success, answer quality, handoff rates, and cost, and use that evidence to decide when an agent has earned more autonomy or needs to be pulled back. - Make sure context follows the customer across the journey so they are not repeating themselves when an agent hands off to a person or to another agent. - Work with Engineering, Design, and other scrum team members to support agile delivery and manage release execution. - Oversee build-versus-buy decisions, and other key business decisions for the portfolio, including where to build on existing enterprise platforms rather than create something new. - Integrate AI tools and practices into product planning, customer insight gathering, and roadmap analysis to improve decision quality and team productivity. - Hire, lead, and develop a team of Product Managers through coaching, delegation, feedback, and performance management as the team grows. Additional Job Responsibilities sentences: - Maintain and update product and service descriptions as offerings change. - Provide input to Product Marketing to support customer-facing and prospect-facing messaging. - Create opportunities for knowledge sharing across Product Management, Sales, Account Management, Service, and other partners. - Support workforce planning and staffing decisions across multiple geographies. - Improve team processes, policies, and working practices to increase efficiency and consistency. - Foster learning around market trends, product management practices, and product planning approaches. - Represent the customer perspective in end-to-end journey discussions and touchpoint reviews. We'll put all responsibilities under a single

  Responsibilities

  with a
  containing all items. Requirements: Expected Education & Experience paragraph: "Bachelor's degree required; a degree in Computer Science, Business, Product Design, or a related field preferred.10+ years of product management experience, including products built and delivered in an agile environment.Experience in healthcare or health IT required.Experience with SaaS, data-driven, and AI- or LLM-enabled products, with enough hands-on fluency with AI tools to judge what is feasible and prototype your own thinking.Track record of influencing across a matrix and getting to decisions with partners who do not report to you.Excellent written and verbal communication skills, and the analytical judgment to make decisions from incomplete information.Experience leading teams and managing direct reports preferred.Preferred: experience standing up a new product area or team; experience shipping AI or agentic products where trust, human oversight, and the limits of agent autonomy were explicit product decisions.Ability to travel 20-30% annually for client site visits, conferences, trade shows, sales and marketing events, and trainings." We need to split into list items maybe. Could keep as

  but instruction says use

  • for any list of duties/requirements/benefits. This is a list of requirements, so we should make a list. Let's break each requirement into separate
  • . We'll need to parse sentences. List items: - Bachelor's degree required; a degree in Computer Science, Business, Product Design, or a related field preferred. - 10+ years of product management experience, including products built and delivered in an agile environment. - Experience in healthcare or health IT required. - Experience with SaaS, data-driven, and AI- or LLM-enabled products, with enough hands-on fluency with AI tools to judge what is feasible and prototype your own thinking. - Track record of influencing across a matrix and getting to decisions with partners who do not report to you. - Excellent written and verbal communication skills, and the analytical judgment to make decisions from incomplete information. - Experience leading teams and managing direct reports preferred. - Preferred: experience standing up a new product area or team; experience shipping AI or agentic products where trust, human oversight, and the limits of agent autonomy were explicit product decisions. - Ability to travel 20-30% annually for client site visits, conferences, trade shows, sales and marketing events, and trainings. We could combine some but fine. Qualifications: maybe same as Requirements; but we could skip Qualifications section to avoid duplication. The instruction says prefer few substantive sections over many thin ones. So we can combine Requirements and Qualifications into one section maybe "Requirements". We'll not add Qualifications. Skills: not explicitly listed; we could skip. Benefits: What We Can Do For You paragraph: "Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs. We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation. In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued." We need to turn into list items maybe. It's a list of benefits/perks. We'll make
    • each sentence or clause. Let's break: - Health and financial benefits. - Perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative workspaces — some offices even welcome dogs. - Better work-life balance through flexibility. - Ability to find a balance that feels fulfilling and productive for each individual situation (consistent communication and digital collaboration tools). - Sponsored events throughout the year, including book clubs, external speakers, and hackathons. - Company culture based on learning, support of an engaged team, and inclusive environment where all employees are valued. We could keep as list. Pay: Expected Compensation: "$166,000 - $282,000 The base salary range shown reflects the full range for this role from minimum to maximum. At ath