Senior Product Manager, Patient Experience (Remote)

About the role

We are seeking a Senior Product Manager to own the entire patient experience post-signup. This includes both the digital product and the operational journey required for patients on prescribed, physician-supervised protocols. Key responsibilities include:

• Defining and shipping the post-signup product roadmap with a dedicated engineering pod and design partner.
• Improving the digital patient experience, covering aspects such as provider messaging, protocol check-ins, lab results, dashboards, and subscription management.
• Driving lab completion rates for at-home kits and Quest walk-in draws, and building flows to keep patients synced with their providers for controlled-substance protocols.
• Reducing avoidable churn by identifying and addressing friction points in the patient journey, such as incomplete labs, missed provider syncs, delayed refills, and confusing protocol transitions.
• Partnering with the growth team to facilitate cross-protocol adoption, ensuring that recommendations and enrollments feel like good medicine rather than upsells.
• Instrumenting and defining key metrics for retention and LTV by protocol and cohort, lab completion rate, provider sync compliance, time-to-refill, and cross-protocol attach rate.
• Working closely with the Care Team to gather and act on customer feedback, turning qualitative insights into actionable roadmap decisions.
• Collaborating with clinical operations, pharmacy partners, care team, and lifecycle marketing to ensure the patient experience is seamless across all functions.
• Shipping within a regulated environment, considering HIPAA, telehealth prescribing rules, and FTC subscription requirements.

Requirements

Qualifications include:

• 5+ years of product management experience, with at least 2 years owning a consumer retention, engagement, or post-purchase surface.
• Experience in telehealth, healthcare, or another regulated consumer category, or demonstrated ability to ship quickly inside compliance constraints.
• A track record of improving retention or LTV metrics, including specific examples of what worked and what didn't.
• Strong analytical fluency, including the ability to write queries, build dashboards, and work with tools like Looker and Amplitude.
• Experience working with operational and clinical stakeholders, not just engineering and design.
• Excellent written communication skills, with a preference for clear documents and explicit tradeoffs.

What you'll bring

• Comfortable taking responsibility for the entire patient experience, including both digital and physical aspects.
• The ability to identify and address issues that contribute to patient churn or dissatisfaction.
• An ability to work effectively with various stakeholders, including clinical operations, pharmacy partners, and lifecycle marketing.
• A strong understanding of compliance requirements and the ability to design products that comply with regulations.

Who you are

You are someone who thinks in terms of patient journeys rather than individual features. You are comfortable being the single-threaded owner of complex problems and are committed to aligning with company values and strategies.