Senior Product Manager, Patient Engagement & AI

equip.health; United States; Remoto; USD 160.000 - 210.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health insurance

401K option

Home office stipend

Descrizione del lavoro

Equip is seeking a Senior Product Manager to lead patient-facing AI initiatives across the care journey. You will design, build, and refine AI agents, prompts, and automated workflows with Engineering and vendor partners while ensuring safety, compliance, and patient value.

You will shape the long-term AI roadmap in coordination with clinical leadership and operations. You will collaborate across Growth, Product, Data, Clinical, and Compliance to improve access to care and reduce manual work,

Competenze

• 5+ years of software product management experience, including production conversational AI or automated patient-facing workflows.
• Strong product strategy, technical specifications, and lifecycle management in an agile environment.
• Experience shaping cohesive journeys across multiple touchpoints and knowing when not to automate.

Mansioni

• Own patient-facing AI-powered experiences end to end, shaping conversations and workflows across care journey.
• Ensure safety, escalation paths, and human handoffs in AI interactions.
• Partner with clinical, design, engineering, and operations to monitor AI performance and outcomes.
• Define product metrics linking AI performance to access to care and patient satisfaction.

Conoscenze

AI product management

LLM-powered agents

Healthcare experience

Agile methodologies

Stakeholder management

Formazione

Bachelors or equivalent

Strumenti

Braze

Descrizione del lavoro

About Equip

Equip is the leading virtual, evidence-based eating disorder treatment program on a mission to ensure that everyone with an eating disorder can access treatment that works. Created by clinical experts in the field and people with lived experience, Equip builds upon evidence-based treatments to empower individuals to reach lasting recovery. All Equip patients receive a dedicated care team, including a therapist, dietitian, physician, and peer and family mentor. The company operates in all 50 states and is partnered with most major health insurance plans. Learn more about our strong outcomes https://equip.health/outcomes and treatment approach at www.equip.health. http://www.equip.health

Founded in 2019, Equip has been a fully virtual company since its inception and is proud of the highly-engaged, passionate, and diverse Equipsters that have created Equip’s culture. Recognized by Time https://time.com/collection/time100-companies-2023/6285207/equip/ as one of the most influential companies of 2023, along with awards from Linkedin https://www.linkedin.com/pulse/linkedin-top-startups-2022-50-us-companies-rise-linkedin-news/ and Lattice https://lattice.com/blog/announcing-the-2023-finalists-for-lattices-people-success-awards, we are grateful to Equipsters for building a sustainable treatment program that has served thousands of patients and families.

About the role

The Senior Product Manager will lead Equip’s strategic execution for patient-facing AI across the care journey, building experiences that make it easier for families to get help and for our teams to deliver it. This role will define how Equip uses AI to connect with everyone we serve, from families exploring care to patients in treatment, referring providers, and the internal teams who support them. This includes omnichannel AI agents (chat, voice, SMS, and in-app) and automated workflows across intake and eligibility, scheduling, benefits and billing, care-team message triage, and handoffs to our operations teams. Working across Growth, Product, Data, Clinical, Operations, Engineering, Design, and Compliance, this role will make it faster and easier for families to get into care and stay in care, while reducing manual work for our teams. Because the people we serve are often reaching out in vulnerable moments, this role sets the bar for safety: recognizing risk, knowing when an AI agent should step back, and getting people to a human quickly. This is not a role about applying AI for its own sake. This PM will be thoughtful about where and how AI is used, grounding every decision in patient values and quality of care so that automation improves the experience and leads to the right outcomes for patients and families.

This role offers a rare balance of hands on building and strategic leadership. On the ground, you will personally design, build, and refine AI agents, from writing prompts and conversation flows to testing, tuning, and launching them alongside Engineering and vendor partners. At the same time, you will establish the foundations for patient facing AI at Equip, building processes from the ground up for how we monitor and evaluate agent performance, helping the organization understand AI outcomes, and working closely with senior and clinical leadership to set direction and shape the long-term vision for what AI can make possible for patients, families, and our teams. Ultimately, this position drives core organizational OKRs to advance Equip’s mission of delivering accessible, gold-standard eating disorder treatment.

Responsibilities

• Own Equip’s patient-facing AI-powered experiences end to end, shaping every automated conversation and workflow that helps people find, start, and stay in care, and define and execute the roadmap from opportunity framing and prototyping through safety review, phased launch, and ongoing iteration.
• Champion a thoughtful, values-driven approach to AI, making sure every patient-facing agentic experience reflects Equip’s clinical values and patient needs, is measured on care quality and patient outcomes (not just automation rates), and is introduced only where it makes the experience better for patients, families, and teams.
• Hold a high bar for experience quality across the end-to-end journey, looking beyond individual features to ensure every AI touchpoint feels seamless, consistent, and human, and using strong product judgment to identify where AI meaningfully improves the experience and where a person should stay in the lead.
• Partner with behavioral insights and patient engagement to own patient lifecycle communications product strategy across Braze and AI agents, building toward a Next Best Action model that delivers the right message, channel, and timing to keep patients and families engaged in care
• Partner with colleagues in behavioral insights and patient engagement to apply behavioral science principles (friction reduction, timing, framing, habit formation) to conversation design and flow.
• Own the safety standard for patient AI conversations: partner with clinical leadership to define crisis detection and escalation paths, clear boundaries on what agents must never say or advise (for example, about food, weight, or diagnosis), and fast, reliable handoff to a human.
• Partner with Operations to redesign workflows around AI, deciding what is automated, what stays with people, and how team members review, correct, and take over from agents
• Establish evaluation frameworks spanning pre-launch testing and live production monitoring, with success measured by outcomes.
• Partner cross-functionally across Clinical, Design, Engineering, Operations, Compliance, and Commercial teams to drive alignment and clear developmental blockers. Create a process that quickly and safely brings AI use cases into production while engaging patients and families in our advisory council for testing and co-design.
• Present AI product vision, risk assessments, and measurable outcomes to executive and clinical leadership.
• Work directly with and help manage our vendors as well as weigh in on cost optimization opportunities.
• Personally own prompt design for patient-facing agents (system prompts, guardrails, eval sets) and continuously tune them based on production performance.
• Perform other duties as assigned.

Qualifications

• 5+ years of software product management experience, including dedicated experience shipping production conversational AI, LLM-powered agents, or automated customer or patient facing workflows.
• Demonstrated experience defining product strategy, authoring comprehensive technical specifications, and managing full product lifecycles within an agile environment.
• Demonstrated product taste and user experience judgment, with a track record of shaping cohesive, high-quality journeys across multiple touchpoints and knowing when not to automate.
• Demonstrated ability to collaborate with engineering teams on AI agent design, including tool use, orchestration of multi-step tasks, memory and context management, and grounding agent responses in trusted knowledge sources, and to weigh model and vendor trade-offs across quality, cost, latency, and build vs. buy.
• Demonstrated experience implementing and managing third-party agentic AI vendors or platforms in production, including designing agentic workflows that fit real clinical and operational processes; healthcare experience strongly preferred.
• Demonstrated experience designing safe escalation and human-in-the-loop experiences for sensitive or high-risk user populations within regulated healthcare environments, including HIPAA compliance and PHI handling; behavioral health experience strongly preferred.
• Demonstrated experience defining product metrics that connect AI performance to user experience and operational outcomes, such as access to care, efficiency, and satisfaction.
• Demonstrated hypothesis-driven approach to product development, including designing and running experiments (such as A/B tests and phased rollouts), measuring impact, and using data to make clear decisions about what to scale, iterate on, or stop.
• Demonstrated ability to lead multidisciplinary initiatives and align technical, clinical, operational, and executive stakeholders around complex product decisions.
• Demonstrated ability to successfully influence without formal authority by setting standards for team excellence, inspiring others by driving best practices, and supporting retention through proactive peer mentorship.
• Strong communication skills with demonstrated ability to synthesize complex information for a diverse audience.
• Strong ability to remain composed and navigate high ambiguity and competing constraints, maintaining strong performance.

Benefits:

Time Off:

• Flex PTO policy (3-5 wks/year recommended) + 11 paid company holidays.
• Generous parental leave.

Core Benefits:

• Competitive Medical, Dental, Vision, Life, and AD&D insurance.
• Equip pays for a significant percentage of benefits premiums for individuals and families.
• Spring Health, a 100% employer-paid mental health benefit through Guardian.
• You can receive 5 free therapy sessions and 5 free coaching sessions per year for you and each of your dependents.
• Employee Assistance Program (EAP), a company paid resource for mental health, legal services, financial support, and more!
• HealthJoy, a 100% employer-paid platform connecting you to a healthcare concierge who can help you navigate your benefits.
• 401K Option!

Other Benefits

Work From Home Additional Perks:

• $50/month stipend added directly to an employee’s paycheck to cover home internet expenses.
• $250/month stipend to use a co-working space.
• Initial work-from-home stipend of up to $500.
• Reload of $200 on the home office stipend at the 3-year mark and then every other year after that (year 5, year 7, etc.).
• Company Laptop.

Physical Demands

Work is performed 100% from home with limited travel for team meetings. Must be able to remain in a stationary period for prolonged periods at a desk or workstation, with the option to alternate between sitting and standing as needed. Must be able to operate standard office equipment such as a computer screen and keyboards as well as to exchange accurate information, actively listen, and communicate clearly with colleagues, clients or stakeholders over the phone, via video conferencing, and/or in person.

At Equip, Diversity, Equity, Inclusion and Belonging (DEIB) are woven into everything we do. At the heart of Equip’s mission is a relentless dedication to making sure that everyone with an eating disorder has access to care that works regardless of race, gender, sexuality, ability, weight, socio-economic status, and any marginalized identity. We also strive toward our providers and corporate team reflecting that same dedication both in bringing in and retaining talented employees from all backgrounds and identities. We have an Equip DEIB council, Equip For All; also referred to as EFA. EFA at Equip aims to be a space driven by mutual respect, and thoughtful, effective communication strategy - enabling full participation of members who identify as marginalized or under-represented and allies, amplifying diverse voices, creating opportunities for advocacy and contributing to the advancement of diversity, equity, inclusion, and belonging at Equip.

As an equal opportunity employer, we provide equal opportunity in all aspects of employment, including recruiting, hiring, compensation, training and promotion, termination, and any other terms and conditions of employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, familial status, age, disability, weight, and/or any other legally protected classification protected by federal, state, or local law.

Our dedication to equitable access, which is core to our mission, extends to how we build our "village." In line with our commitment to Diversity, Equity, Inclusion, and Belonging (DEIB), we are dedicated to an accessible hiring process where all candidates feel a true sense of belonging. If you require a reasonable accommodation to complete your application, interview, or perform the essential functions of a role, we invite you to reach out to our People team at [e-mail].

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