Product Manager, Payor Agents

Infinitus Systems, Inc.; San Francisco (CA); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Hybrid work (SF office Mon/Tues/Thurs)

Competitive salary, equity, and 401(k)

Wellness stipend & great benefits

Generous PTO & parental leave

Bi-annual offsites

Job summary

Infinitus Systems in the San Francisco Bay Area is seeking a Product Lead for Payor Agents to own strategy, roadmap, and day-to-day execution within our AI-first platform for patient support.

You'll partner with AI Hub PMs, Data, Operations, Sales, and Customer Success to align priorities, diagnose root causes, and ship fixes that improve speed, accuracy, and affordability in payor and PBM interactions.

Qualifications

• 5+ years of product management experience with ownership of a product or product line and track record of setting strategy and delivering results.
• Hands-on, detail-oriented approach; comfortable with data, tickets, specs, and customer calls.
• Healthcare experience, ideally payor or pharmacy workflow, with understanding of system breakdowns.
• Strong systems thinking; ability to design workflows where software, AI, and human operations are part of the product.
• Fluency with data; defines metrics, dashboards, and makes data-driven decisions.
• Experience with integrations, data partnerships, or platform products.
• Ability to operate in a regulated, safety-first environment with emphasis on accuracy and compliance.
• Strong cross-functional and customer-facing skills; works directly with customers on hard problems.
• Curious, accountable startup mindset; comfortable with ambiguity and wearing several hats.

Responsibilities

• Own Payor Agents product strategy and roadmap; ensure reliability as landscape evolves.
• Define routing, fallback, and escalation logic and measure impact.
• Evaluate new data sources and partners; move quickly when needed.
• Join customer and prospect calls to diagnose problems and set expectations.
• Translate customer needs into a roadmap with Sales and Customer Success.
• Partner with operations and enablement to roll out new capabilities and pilots.
• Collaborate with AI Hub PMs to align priorities and strategies.
• Keep requests and tickets organized; mentor teammates and help run team rhythm.

Skills

Product management

Data driven

Cross-functional collaboration

Customer-facing

Problem solving

Startup mindset

Job description

Help Build the Future of Healthcare AI

Infinitus is AI communications in service of patients.

Infinitus is AI communications in service of patients.

Healthcare is inherently complex and siloed. We're pioneering agentic communications to connect the entire system - any stakeholder, any channel, inbound and out. The result is intelligent care that reduces patient anxiety, increases speed to treatment, and enables teams to scale impact without stretching resources.

Our system combines industry-leading safety guardrails with the largest dynamic knowledge graph built on millions of real-world interactions. It's why 44% of the healthcare Fortune 50 trusts Infinitus to turn fragmented touchpoints into seamless care for better patient outcomes.

The Mission

At Infinitus, our mission is simple: create time for healthcare by making access, adherence, and affordability easier than ever. We've automated over 7 million calls and 100M+ minutes of conversation - saving millions of hours for patients and providers.

Backed by over $100M from top investors including Google Ventures, Kleiner Perkins, Andreessen Horowitz, and Coatue, we're a team that challenges the status quo and moves fast at the intersection of AI and healthcare. Infinitus was recently named to Fast Company's World's Most Innovative Companies and Business Insider's top startups in healthcare.

The Role

Getting a patient onto a specialty therapy depends on answers that only payors and pharmacy benefit managers (PBMs) have: what's covered, what the patient will owe, and what approvals are needed. Payor Agents are the frontier Infinitus agents that interact with payors and PBMs to handle that administrative work, driving financial transparency, access, and affordability for specialty therapies. Depending on the situation, an agent may get the answer through a digital connection, an automated call, or a live conversation, and the product's job is to choose the fastest, most reliable route. Payor Agents are a core building block of the Infinitus AI Hub, our AI-first platform for patient support.

As the Product Lead for Payor Agents, you will own the product end to end: strategy, roadmap, and day-to-day execution.

You will set direction for where it should go, and you'll also get deep into what is and isn't working today: why tasks fail, which payors and PBMs behave differently, and what fix will move the numbers.

You will partner closely with the AI Hub Product Manager on Hub strategy and solutions, so payor capabilities improve the outcomes the Hub drives, such as speed to therapy, accuracy, and cost. You will also partner with AI Platform PMs to enhance the Infinitus platform to meet payor agent needs for customers. This is a highly cross functional role where you work across engineering, Data, Operations, Enablement, Customer Success, and Sales.

We're looking for someone who gets energy from both altitudes: someone who can write a clear vision for where this product is headed in three years, and who is just as happy digging through task-level data to find the root cause of a failure and then working with engineering to ship the fix.

What you'll own

• Payor Agents product strategy and roadmap: where the product goes, how it improves with every interaction, and how it stays reliable as the payor and PBM landscape changes.
• The channel and fallback model: how the product decides the best way to get an answer in each situation (digital, automated, or live), when to switch, and when to bring in a human expert.
• Quality, reliability, and success rates: diagnosing why tasks succeed or fail by payor, PBM, customer, and reason, and prioritizing the changes with the biggest impact.
• Handling messy inputs: features and logic that help the product succeed even when customer data is incomplete or inaccurate, so customers can work with us with confidence.
• Integrations and data partnerships: which sources we build, buy, or partner for, and how we avoid over-reliance on any single one.
• Metrics and instrumentation: the success measures and dashboards that tie the product to patient and customer outcomes, such as success rate, turnaround time, accuracy, and cost.
• Customer delivery: pilots, go-lives, and ongoing customer engagement for Payor Agents, including making them repeatable and successful.

What you'll do

• Dig into task-level data and customer feedback to find patterns, root causes, and opportunities, and turn them into a prioritized roadmap.
• Write clear specs, define requirements and acceptance criteria, and partner with engineering through delivery and launch.
• Design and refine the rules and logic that drive routing, fallback, and escalation, and measure their impact.
• Evaluate and onboard new data sources and partners when current ones aren't solving customer problems, and move quickly when it matters.
• Join customer and prospect calls, before and after the sale, to diagnose problems, set expectations, and build trust.
• Work with Sales and Customer Success to understand what customers need next and turn it into a roadmap, asking good questions rather than waiting to be told.
• Partner with operations and enablement to roll out new capabilities and keep pilots lean.
• Partner with the AI Hub PM on the Hub's strategy and solutions, and align executives and cross-functional teams around priorities.
• Keep requests and tickets organized and visible so teams can trust the process.
• Mentor teammates and help run the team's operating rhythm.

Preferred Qualifications

• 5+ years of product management experience, including ownership of a product or product line and a record of both setting strategy and delivering results.
• Hands-on, detail-oriented approach: you're comfortable in data, tickets, specs, and customer calls, and you follow problems to the root cause.
• Experience in healthcare, ideally payor, pharmacy benefit, specialty pharma, or patient support workflows, with a clear view of where the system breaks down.
• Strong systems thinking: comfortable designing workflows where software, AI, and human operations are all part of the product.
• Fluency with data. You define the metrics, build or own the dashboards, and make decisions from evidence.
• Experience with integrations, data partnerships, or platform products.
• Ability to operate in a regulated, safety-first environment where accuracy and compliance are non-negotiable.
• Strong cross-functional and customer-facing skills, including working directly with customers on hard problems.
• A curious, accountable, startup mindset: comfortable with ambiguity and wearing several hats.

Why You'll Love It Here

Please Note: the following benefits are for salaried employees

• Hybrid work (SF office Mon/Tues/Thurs) + catered lunches (Bay Area Positions only)
• Competitive salary, equity, and 401(k)
• Wellness stipend & great benefits (medical, dental, vision)
• Generous PTO & parental leave
• Bi-annual offsites & a collaborative, mission-driven culture

What To Expect In The Interview Process

• Apply & meet our recruiting team
• Virtual interviews to showcase your skills
• Final onsite loop to meet the team and get to know us better
• Chat with our CEO

Curious to Learn More?

• Read our Blog to hear from Infinauts about what we’re building
• Discover how our company values (CODES) guide us
• Follow our CEO, Ankit Jain, for industry updates

Infinitus Systems is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law. Infinitus Systems believes that diversity and inclusion among our teammates is critical to our success as a global company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool.

Please Note: Applicants must be authorized to work in the US without employer sponsorship.