Product Manager - Patient Experience

Conduit Health, Inc; Northern, New York (KY, NY); Hybrid; USD 170,000 - 200,000; Full time

Benefits offered by this job

Competitive salary

Meaningful equity

Unlimited PTO

9 company holidays

Full benefits

Job summary

Conduit Health, Inc. is seeking a product leader to own the patient experience end-to-end in a telehealth and DME context. You will manage the ongoing relationship and lifecycle communications, with a mandate to keep patients engaged and maximize lifetime value.

The role centers on AI-enabled interactions. You will decide where AI drives the experience, where it assists humans, and where humans stay in the loop, while evaluating performance through rigorous testing and safety controls.

Qualifications

• 4+ years in product, with retention/growth ownership in D2C or healthcare tech.
• AI-native: build, prototype, and debug with AI; skeptical of non-AI processes.
• Think in cohorts and behavioral data; know when the data lies.
• Experience evaluating or managing quality of LLM/AI systems, incl. rubrics and safety.
• Comfortable with high ownership and minimal guardrails; prioritize proactively.

Responsibilities

• Own retention & LTV metrics and roadmap.
• Lead end-to-end patient experience across telehealth, DME orders, and lifecycle communications.
• Define AI-enabled support boundaries and human-in-the-loop where needed.
• Establish LLM evaluation criteria and monitor safety in production.
• Maintain an experiment backlog and ship rapid retention enhancements.
• Define success metrics for retention and AI quality and prove results.

Skills

Retention & LTV ownership

AI-native

Cohort analysis

LLM quality evaluation

High ownership

High-trust judgment

Bonus: healthtech/fintech exposure

Job description

About Conduit Health

We're rebuilding how post-acute care gets done in America — AI-powered, vertically integrated, and relentlessly focused on getting patients what they need without the bureaucratic nightmare. $22M+ raised, scaling fast, and what we build in the next 12 months will touch hundreds of thousands of patients.

The Role

This is not a supporting role. You'll own the patient experience end-to-end — the ongoing telehealth relationship, the DME order journey, and every lifecycle touchpoint — with one job: keep patients engaged and drive LTV and retention.

A big part of that is AI. Our SMS and Voice AI systems increasingly are the patient experience, and you'll own their quality — deciding where AI runs the interaction, where it assists a human, and where a human takes over, then proving it works through disciplined evaluation.

You'll work across Patient Experience, Growth Marketing, and Clinical Operations with real autonomy and a high bar. We want someone who reaches for AI before reaching for headcount.

What You'll Own

• Retention & LTV — own the metrics and the roadmap that move them.

• The end-to-end patient experience — ongoing telehealth, the DME order journey, and lifecycle comms, treated as one system, not a set of screens.

• AI-powered support — decide where AI handles patient interactions end-to-end, where it assists a human, and where a human stays in the loop.

• LLM evaluation & quality — define what “good” looks like for our SMS and Voice AI, build eval sets from real conversations, catch regressions before they ship, and monitor safety in production.

• Experiment velocity — a prioritized backlog of retention experiments and enhancements, shipped and learned from fast.

• Metrics — define what “working” means for both retention and AI quality, and prove it.

Who You Are

• 4+ years in product — with meaningful time owning retention, lifecycle, or growth in a D2C product.

• AI-native: you build, prototype, and debug with AI, and you're skeptical of any process that doesn't.

• You think in cohorts and behavioral data — and you know when the data is lying to you.

• You've evaluated or managed the quality of LLM/AI systems — rubrics, eval sets, regressions, safety — or you're hungry to own it.

• Comfortable with high ownership and minimal guardrails — you don't wait to be told what to prioritize.

• High-trust judgment — you care about clarity, trust, and safety in a healthcare context.

• Bonus: healthtech, fintech, or regulated industries; lifecycle marketing exposure.

The Details

• Competitive salary + meaningful equity

• Hybrid, Union Square NYC (3 days/week)

• Unlimited PTO + 9 company holidays

• Full benefits
  

Equal Opportunity

Conduit Health is an equal-opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.

Location: New York City | Type: Full time | Hybrid | Department: Product | Salary: $170K–$200K. We are willing to go above this range for exceptional candidates with specialized expertise whose background exceeds the requirements.