Staff/Principal Product Manager, Patient Experience

Wheel; United States; On-site; USD 170,000 - 250,000; Full time

Job summary

Wheel is seeking a Staff/Principal Product Manager, Patient Experience to own the strategy and multi-year roadmap for patient-facing experiences accessed via partner brands. This is a builder role bridging AI-powered features with enterprise requirements.

You will collaborate with Engineering, Design, and Clinical Operations to ship scalable, compliant patient journeys across a distributed partner network.

Qualifications

• 8+ years of product management experience with consumer-facing scope.
• Experience building consumer products in B2B2C or white-label models.
• Demonstrated systems thinking across stakeholders and integrations.
• Hands-on delivery of AI-powered product features with production readiness.
• Ability to balance enterprise partner requirements with end-user needs in healthcare or regulated spaces.

Responsibilities

• Define multi-year vision and roadmap for patient experience across white-labeled surfaces.
• Establish standards vs. partner-specific configurations and create supporting frameworks.
• Translate enterprise requirements into unified product strategy serving patients well.
• Partner with Design to set a trustworthy AI+human patient experience at scale.
• Map patient journey end-to-end and identify friction, trust gaps, and drop-off.
• Collaborate with Engineering, Clinical Operations, and partner teams for scalable solutions.
• Define product requirements, success metrics, and evaluation criteria for AI features.

Skills

Product management

Systems thinking

AI-powered products

B2B2C / white-label experience

Job description

Job Title: Staff/Principal Product Manager, Patient Experience

Location: Remote, USA

About the Company

Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting www.wheel.com .

About the Role

As a Staff/Principal Product Manager, Patient Experience at Wheel, you will own the strategy and roadmap behind the consumer-facing experience that patients use to access care through our enterprise partners. This is a B2B2C role: our patients interact with Wheel through partner brands, so you'll need to design experiences that satisfy a consumer's expectations for a modern healthcare product while also meeting the technical, brand, and compliance requirements of large enterprise partners.

You’ll operate at a systems level, connecting patient-facing experience decisions to the underlying clinical, operational, and platform architecture that makes those experiences possible. You bring real hands‑on experience shaping AI-powered product, not just using AI tools in your own workflow. This is a builder role for a senior product leader who can set a multi-year vision for patient experience and drive it forward through close, hands‑on partnership with Engineering.

What You’ll Do (Job Duties/Responsibilities)

Strategy & Vision

• Define the multi-year vision and roadmap for the patient experience across Wheel's white-labeled consumer surfaces, balancing partner‑specific requirements with a coherent, scalable core product
• Establish a point of view on where the patient experience should be standardized across partners versus configured per partner, and build the frameworks to support that decision‑making
• Translate enterprise partner requirements across market segments into a unified product strategy that serves patients well regardless of the front door they came through
• Champion design as a strategic differentiator; work hand‑in‑hand with Design to set a bar for what a trustworthy, AI+human powered patient experience looks like at scale

Systems Thinking & Cross‑Functional Execution

• Map the patient journey end to end, from first touchpoint through clinical encounter to follow‑up, and identify where friction, drop‑off, or trust gaps occur
• Partner closely with Engineering, Clinical Operations, and partner‑facing teams to design solutions that hold up across a distributed network of clinicians and multiple partner integrations
• Define the product requirements, success metrics, and evaluation criteria for AI-driven capabilities within the patient experience (for example, intake, triage support, or personalization), including partnering on model and product tradeoffs and on iteration post‑launch based on real usage data
• Break down ambiguous, cross‑functional problems into clear requirements and plans, and drive alignment with Engineering from concept through launch and iteration

Cross‑Functional Leadership

• Act as a primary product voice in conversations with Account Management and their enterprise partners about patient experience, translating patient experience strategy into terms that resonate with partner stakeholders
• Communicate vision, tradeoffs, and progress clearly to executive leadership, engineering teams, and non‑technical partner stakeholders alike
• Mentor and influence other product managers on systems thinking and product craft in partnership with their managers

Who You Are (Job Qualifications)

• 8+ years of product management experience, with a track record of owning consumer-facing products at a senior or lead level (Staff, Principal or equivalent scope). Leveling will be based on demonstrated scope of impact in the interview process
• Direct experience building consumer products, ideally including B2B2C or white‑label models where the end user and the paying customer are different
• Demonstrated systems thinking: experience designing products that span multiple stakeholders, technical layers, or partner integrations
• Real, hands‑on experience delivering AI-powered products and features, not just using AI tools in your work. You can speak to the tradeoffs, evaluation methods, and iteration cycles involved in bringing an AI capability to production
• Experience navigating the tension between enterprise partner requirements and end‑user needs in a B2B2C model, particularly within healthcare or other highly regulated industries, and building product decision frameworks that satisfy compliance, brand, and clinical constraints while still serving the end consumer well
• Outstanding written and verbal communicator who can move fluidly betwe