Senior Product Manager/Director

About the role

firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health. firsthand's team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI. We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it's a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun.

Responsibilities

• Help to define vision, strategy and multi-year roadmap for the software platforms and AI and data products, tied to business outcomes and customer value.
• Make clear prioritization and investment tradeoffs across competing initiatives, using evidence, opportunity sizing and strategic fit.
• Build business cases and success metrics for each initiative, and report progress to senior leadership.
• Treat data as a product: build predictive and decision-support tools from our care data that help community teams prioritize outreach, spot risk early, and make better day-to-day decisions.
• Translate user research, operational data, and business goals into clear priorities, specs, and acceptance criteria.
• Lead discovery and delivery with Engineering and Stakeholders, from problem framing through launch and iteration.
• Work with Clinical, Operations, Community Teams and the Executive Team to design, test, and refine how firsthand delivers care: who reaches out, how often, how trust is built, and how individuals move from first contact to ongoing support.
• Translate the care model into workflows, roles, and product features, and make sure software supports the way care is delivered.
• Pilot model changes in the field, set clear success measures, and use results to decide what to scale, change, or stop.
• Lead continuous discovery with users: interviews, observation, journey mapping, usability testing and rapid prototyping.
• Turn user insight into validated problem statements and solutions before committing engineering capacity.
• Apply modern product methods, design thinking, outcome-based roadmaps