Director, AI-Driven Service Experience

Athenahealth India

Boston (MA)

Hybrid

USD 166,000 - 282,000

Full time

3 days ago

Be an early applicant

Application generator

Turn this role into an interview — a resume and cover letter built around what this employer wants.

Get past ATS filters

Job summary

athenahealth seeks a Director of Product Management for the Service Experience zone in Boston to lead the strategy, roadmap, and AI-enabled workflows across onboarding, go-live, training, activation, coaching, and issue resolution. You will guide multiple engineering teams and partner with Customer Success and commercial teams to shape what gets built.

You will hire and develop a PM team, drive metrics on growth, CSAT, and cost to serve, and balance agent autonomy with human oversight while

Qualifications

Bachelor's degree required; CS/Business/Product Design preferred.
10+ years of product management experience in an agile environment.
Experience in healthcare or health IT required.
Experience with SaaS, data-driven, and AI- or LLM-enabled products.
Proven cross-functional leadership and stakeholder influence.
Willingness to travel 20-30% yearly.

Responsibilities

Lead the Product vision, roadmap, and strategy for the Service Experience zone.
Oversee AI agents and experiences across onboarding, training, go-live, activation, coaching, and support.
Collaborate with Customer Success, IT, and commercial teams to prioritize work.
Incorporate customer research and usage data into decisions; justify trade-offs.
Hire, coach, and grow a PM team; manage performance and growth.