Senior AI Product Manager

Everlab; Sydney; Hybrid; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Hybrid work model

Employee Share Option Plan

Health program access

Job summary

Everlab in Sydney is seeking an experienced Product Manager to own its AI chat experience end-to-end, shaping conversational design, prompts and the escalation model. You will work with engineers, clinicians and growth teams to balance trade-offs and deliver a coherent conversation system.

You will lead the system around conversations and campaigns, set clear quality thresholds, and guide prioritisation and messaging across multiple channels as Everlab scales globally.

Qualifications

• 6+ years in product management with hands-on ownership of a conversational AI product.
• Experience designing multi-turn conversational experiences including tone, uncertainty handling, and escalation.
• Experience operating an LLM-powered product in production, managing prompts and quality thresholds.
• Strong writer with customer-facing copy that changes behavior across campaigns and messages.
• Systems thinking: built reusable infrastructure like eligibility, prioritisation, orchestration and templates.
• Ability to instrument the journey, measure impact and close the loop after launch.

Responsibilities

• Own the AI chat experience end to end: design, prompts, context, voice and escalation model, and quality thresholds.
• Set the voice and principles for Everlab's communications across chat and campaigns.
• Build the next-best-conversation engine: prioritisation, eligibility, suppression and sequencing logic.
• Develop the campaign capability with guardrails, visibility, ownership and success metrics.
• Improve the communications infrastructure with reusable patterns and governance for rapid campaign launches.

Skills

Product management

Conversational AI

LLM operations

Copywriting

Systems thinking

Execution & measurement

Cross-functional collaboration

Job description

This is a full time role is based in Sydney with hybrid working, 3 days a week in our office in Surry Hills.

Everlab is an Australian healthtech startup building the platform to look after people's health for their entire lives. It's not just an app, it's the infrastructure connecting every available healthcare service to give you comprehensive data on your health and provide personalised care.

We've had a 23x increase in revenue since June 2025 and recently announced our $65m Series A round, making this an exciting time to join Everlab as we expand globally.

We run Australia's most comprehensive health assessment: 100+ biomarkers across bloods, imaging and physical diagnostics, reviewed by a longevity doctor who builds a personalised plan around the findings, then re-tested every six months so we stay with members over years. We're a medical company and we own the whole experience ourselves, from the technology and the clinics to the clinical frameworks and everything else the member touches. Our AI copilot works alongside 180 clinicians, our platform coordinates 33 diagnostic services across 2,000+ locations in Australia, and we're now opening in the UK.

You own Everlab's AI chat and communications layer: the conversation members have with their own health data, working alongside real clinicians. And you own the engine around it that decides what Everlab says next, on every channel, without overwhelming the person on the other side. It's still early here, and a lot of what this role will own hasn't been built yet.

About the team

Conversations is a horizontal product area that serves every Everlab value stream: Growth wants to convert interest, clinicians want members to act on their care plans, Insights wants findings understood, Operations needs bookings completed and payments resolved, and Renewals and feature teams need timely activation. All of them reach the same member, and increasingly they reach that member through the same conversation.

You'll work with a dedicated squad of engineers, alongside product teams, clinicians, growth, operations and commercial leaders, and your job is not to represent one function, it's to make the trade-offs between them explicit and build the system that resolves those trade-offs well.

About the role

At the core of great care is conversation. Everlab's AI chat is where a member asks what a result means, what to do about it, and whether they should worry, and it works with 180 clinicians behind it, which means the bar is clinical: the wrong tone, the wrong confidence level, or the wrong moment to hand off to a human is a failure the member feels immediately. This half of the role is deeply hands-on, because conversational design, prompt architecture, evaluation sets, failure analysis and the words themselves are not tasks you delegate, they are the product. You'll decide how the chat opens, how it explains a biomarker without overreaching, when it stays quiet, when it escalates to the care team, and how every one of those decisions gets measured and improved from real traces.

The second half is the system around the conversation. Today, different teams can optimise their own channel or campaign while the member experiences the combined result, so a clinically important follow-up competes with a booking reminder, a new insight, a message from the care team and a growth campaign, and while each may be sensible alone, together they can become noise. The channel choice is secondary: Braze, Knock, Decagon, in-app chat or whatever comes next are tools, and your product is the decision engine and operating system above them.

Your numbers are meaningful member action and communication health: completion or activation caused by the right message, chat engagement and resolution quality, alongside contact pressure, opt-outs, negative feedback and trust, reported together and never in isolation. Your outcomes are shared with your business partners, with revenue owned alongside Growth, engagement alongside product and clinical teams, and completion alongside Operations and Renewals. You provide the conversational product and the campaign infrastructure, and together you own whether each one achieves its goal.

What You Will Do

• Own the AI chat experience end to end: the conversational design, the prompt and context architecture, the voice, the escalation and handoff model, and the quality system of evaluation sets, failure taxonomies, quality thresholds and the loop that turns real conversations into a better product every week.
• Set the bar for how Everlab sounds: you write and rewrite the words members read, in chat and in campaigns, and you set the principles for what Everlab should say, through which surface, at what moment and at what frequency, then hold every team to them.
• Build the next-best-conversation engine: create the prioritisation, eligibility, suppression and sequencing logic that chooses between competing messages, and increasingly routes them into one coherent conversation rather than scattered notifications.
• Build the organisation's campaign capability: give teams the guardrails, shared visibility and operating rhythm to run effective campaigns, with one view of what is live and planned, clear ownership and success measures, and feedback loops that turn results into better campaigns.
• Uplift the communications infrastructure: build reusable patterns, tooling and governance so teams launch high-quality campaigns quickly, much like a design system gives teams safe components rather than a blank canvas, making pragmatic choices across the stack and optimising it as one system.

What We're Looking For

• Experienced Product Manager: 6+ years in product management with hands-on ownership of a conversational AI product, lifecycle communications, or an adjacent personalisation or growth system in startup or scale up Product environments
• Conversational design: you've designed multi-turn conversational experiences people actually used, covering openers, tone, how the system handles uncertainty, when it asks versus tells, and when it hands off to a human. You can walk us through a conversation you shaped and the reasoning behind each turn.
• LLM operations: you've operated an LLM-powered product in production rather than only prototyped one, writing and managing prompts, building evaluation sets, inspecting failures, establishing quality thresholds and improving the system using real-world traces and feedback. This is a requirement rather than a bonus, and we'll ask to see your process.
• Copywriting and communication craft: you're an unusually strong writer who has written customer-facing copy that changed behaviour, and you move between concise operational instructions, persuasive campaigns and sensitive high-trust communication without losing clarity. We'll ask for words you wrote, conversations you designed, and the behaviour they changed.
• Systems product thinking: you've turned repeated one-off requests into reusable infrastructure such as eligibility, prioritisation, orchestration, templates and safe defaults, and you've arbitrated between teams with legitimate competing goals and built a decision system people trusted even when their request didn't win.
• Execution and evidence: you instrument the full journey, distinguish incremental impact from activity, and close the loop after launch, so you can show both that a conversation or campaign changed behaviour and that the overall experience stayed healthy.
• Comfortable with horizontal ownership: you're at ease owning a product whose success belongs to the whole company while its failures are immediately visible to the member, and you build leverage for other teams without surrendering the member experience.
• Bonus points: experience with conversational AI platforms such as Decagon, Intercom or Sierra, with lifecycle marketing, CRM, notifications or messaging orchestration tools such as Braze or Knock, in healthcare or another high-trust regulated domain, with behavioural science, personalisation or next-best-action systems, or building internal platforms used by both technical and non-technical teams.

Why It's Great to Work at Everlab

• Do work that matters: we're building the future of preventive health. Use your skills to prevent disease, improve access to personalised care, and reduce pressure on the health system.
• Work-life flexibility: hybrid working with 3 days in the office, plus flexibility to manage life beyond the 9 to 5 when it matters.
• Experience Everlab as a customer: full access to the Everlab health program, provided after successfully passing probation.
• Share in our success: Employee Share Option Plan included as part of your total remuneration. We grow together.
• People you'll love working with: a welcoming, mission-driven team of smart, thoughtful people doing meaningful work.