Product Lead, AI Concierge & Onboarding

athenahealth; Boston (MA); Hybrid; USD 140,000 - 170,000; Full time

Job summary

Athenahealth is seeking a product leader to own the AI Concierge, the front door to AI agents and experiences for our Customer Success organization. You will decide what the Concierge handles, what it routes, and when a human should step in, turning insights into actionable engineering requirements.

This hybrid Boston role reports to the Director of Product Management, Service Experience. You will stay close to customers, iterate quickly, and shape onboarding, go-live, and ongoing optimization

Responsibilities

• Own the product direction for the AI Concierge and the onboarding experiences.
• Define what the Concierge handles autonomously and when to escalate.
• Ensure context and memory across requests.
• Define conditions for when Concierge declines to answer and how to recover.
• Stay close to customers to iterate and validate solutions.

Job description

Athenahealth is seeking a product leader to own the AI Concierge, the front door to AI agents and experiences for our Customer Success organization. You will decide what the Concierge handles, what it routes, and when a human should step in, turning insights into actionable engineering requirements.

This hybrid Boston role reports to the Director of Product Management, Service Experience. You will stay close to customers, iterate quickly, and shape onboarding, go-live, and ongoing optimization