Product Lead, AI Concierge Experience

Athenahealth India; Boston (MA); Hybrid; USD 121,000 - 207,000; Full time

Benefits offered by this job

Health and financial benefits

Commuter support

Employee assistance programs

Tuition assistance

Employee resource groups

Collaborative workspaces

Some offices welcome dogs

Book clubs

External speakers

Hackathons

Flexibility

Job summary

athenahealth seeks a Senior Product Manager to own the AI Concierge direction and the onboarding experiences behind it. You will work with engineering to shape how the Concierge behaves, what it handles, and how it connects with human agents, ensuring a smooth customer journey from onboarding to live use.

You will stay close to customers, running rapid experiments, and translating insights into measurable improvements across athenaOne and related enterprise platforms.

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or Business.
• 5–10 years of product management or software delivery experience.
• Experience with AI or LLM-enabled products and onboarding workflows.

Responsibilities

• Own the AI Concierge product direction and onboarding experiences.
• Define what Concierge handles vs. routes to agents, and when to involve a person.
• Define how the Concierge behaves when unsure, declines, or recovers from a bad answer.
• Stay close to customers and iterate solutions quickly.
• Partner with Experience Design and engineering to define problems and scope.
• Translate needs into clear requirements and acceptance criteria.
• Measure task success, answer quality, handoff rates, and cost.
• Prioritize work by customer impact, feasibility, risk, and value.
• Coordinate dependencies and release readiness.
• Use AI tools to accelerate research and planning.

Skills

AI tools

Communication skills

Analytical judgment

Agile environment

Stakeholder collaboration

Education

Bachelor's degree in Computer Science, Information Systems, Engineering, or Business

Tools

Jira

Confluence

Job description

athenahealth seeks a Senior Product Manager to own the AI Concierge direction and the onboarding experiences behind it. You will work with engineering to shape how the Concierge behaves, what it handles, and how it connects with human agents, ensuring a smooth customer journey from onboarding to live use.

You will stay close to customers, running rapid experiments, and translating insights into measurable improvements across athenaOne and related enterprise platforms.