Director of AI-Driven Service Experience

athenahealth; Boston (MA); Hybrid; USD 140,000 - 210,000; Full time

Job summary

athenahealth in Boston, MA is seeking a Senior Product Manager to lead the Service Experience zone, steering the strategy for AI-enabled workflows that support Customer Success. You will direct multiple engineering teams, partner with design and engineering leaders, and work with CS, IT, and commercial groups to decide what to build and in what order.

This hybrid role reports to the VP of Product Management, Data and Ecosystem Platform, and emphasizes close customer engagement, rapid iteration,

Responsibilities

• Lead the product vision, roadmap, and long-term strategy for the Service Experience zone.
• Capture customer insights and iterate quickly to improve the customer journey.
• Partner with Experience Design and Engineering to align product decisions with research data.
• Own launch decisions and determine agent autonomy vs human handoffs.
• Define success metrics such as growth, satisfaction, and cost to serve.
• Hire, mentor, and grow a team of Product Managers.

Skills

Product strategy

Roadmap planning

AI

Leadership

Stakeholder management

Education

Bachelor's degree

Job description

athenahealth in Boston, MA is seeking a Senior Product Manager to lead the Service Experience zone, steering the strategy for AI-enabled workflows that support Customer Success. You will direct multiple engineering teams, partner with design and engineering leaders, and work with CS, IT, and commercial groups to decide what to build and in what order.

This hybrid role reports to the VP of Product Management, Data and Ecosystem Platform, and emphasizes close customer engagement, rapid iteration,