Director, AI-Driven Healthcare Product Experience

Athenahealth India; Boston (MA); Hybrid; USD 166,000 - 282,000; Full time

Job summary

athenahealth is seeking a Senior Product Manager to lead the Service Experience zone, directing AI-enabled workflows that support Customer Success and customer-facing processes from onboarding to help. Hybrid role based in Boston, MA, with travel 20-30%.

You will partner with engineering, design, and cross-functional teams to define roadmap, run research, and prioritize experiments, balancing agent autonomy and human oversight in AI tools.

Qualifications

• Bachelor's degree required; a degree in Computer Science, Business, Product Design, or a related field preferred.
• 10+ years of product management experience, including agile environments.
• Experience in healthcare or health IT required.
• Experience with SaaS, data-driven, and AI- or LLM-enabled products, with hands-on fluency with AI tools.
• Ability to travel 20-30% annually.

Responsibilities

• Lead the product vision, roadmap, and long-term strategy for the Service Experience zone.
• Stay close to customers, iterating solutions quickly and putting working solutions in their hands.
• Drive customer research with the Experience Design team and test solutions before scaling.
• Ground roadmap decisions in research evidence, usage data, and market signals.
• Define boundaries, trade-offs, and prioritization aligned with business goals.
• Evaluate product optimization opportunities and support escalations.
• Collaborate with cross-functional leaders to align on success measures.
• Own product launch decisions and alpha/beta feedback handling.
• Ensure context follows the customer across journeys as agents hand off.
• Support agile delivery with Engineering, Design, and Scrum teams.
• Oversee build-versus-buy decisions for portfolio strategy.
• Integrate AI tools into planning and roadmap analysis to improve decisions.
• Hire, lead, and develop Product Managers as the team grows.

Education

Bachelor's degree

10+ years product management experience

Job description

athenahealth is seeking a Senior Product Manager to lead the Service Experience zone, directing AI-enabled workflows that support Customer Success and customer-facing processes from onboarding to help. Hybrid role based in Boston, MA, with travel 20-30%.

You will partner with engineering, design, and cross-functional teams to define roadmap, run research, and prioritize experiments, balancing agent autonomy and human oversight in AI tools.