Staff Product Manager, Client

Charlie Health; New York (NY); Ibrido; USD 125.000 - 225.000; Tempo pieno

Descrizione del lavoro

Charlie Health, Inc. is seeking a Senior/Staff Product Manager to own the non-clinical client experience from first contact through aftercare.

You will lead a pod spanning engineering, design, and AI-vendor partners to deliver scheduling, support, and in-app engagement that improves outcomes and efficiency. The role requires 6+ years in product management, a track record shipping AI products, and the ability to navigate ambiguity into a clear strategy and execution plan.

Competenze

• 6+ years of product management experience in consumer-facing or digital health products.
• Proven track record shipping AI/LLM-powered products with agent design and vendor trade-offs.
• Experience turning ambiguity into clear 0→1 strategy and execution.

Mansioni

• Own the product strategy, roadmap, and outcomes for the non-clinical client experience.
• Lead a cross-functional pod (engineering, design, and vendors) with clear priorities.
• Partner with CX, Care Experience, Discharge, Health Information Management to fix friction with measurable impact.
• Define and track success metrics (NPS, cost per session, DAUs, automation rate).
• Evaluate AI and vendor relationships, make build-vs-buy decisions and drive accountability.

Conoscenze

Product management

AI/LLM products

Cross-functional leadership

Analytical skills

Healthcare experience

Strumenti

SQL

BI tools

CRM

Zendesk

Twilio

Descrizione del lavoro

Why Charlie Health?

Millions of people across the country are navigating mental health conditions, substance use disorders, and eating disorders, but too often, they’re met with barriers to care. From limited local options and long wait times to treatment that lacks personalization, behavioral healthcare can leave people feeling unseen and unsupported.

Charlie Health exists to change that. Our mission is to connect the world to life‑saving behavioral health treatment. We deliver personalized, virtual care rooted in connection—between clients and clinicians, care teams, loved ones, and the communities that support them. By focusing on people with complex needs, we’re expanding access to meaningful care and driving better outcomes from the comfort of home.

As a rapidly growing organization, we're reaching more communities every day and building a team that’s redefining what behavioral health treatment can look like. If you're ready to use your skills to drive lasting change and help more people access the care they deserve, we’d love to meet you.

About The Role

Charlie Health is seeking a Senior/Staff Product Manager to lead our Client team. You’ll own everything a client and their family experience with us outside of a therapy session: how they reach us, schedule and reschedule, get support, stay engaged between sessions, and move into aftercare when treatment ends. That covers our clients, from adolescents to adults, their families, and the internal teams who support them every day.

You’ll lead a pod of engineering, design, and AI-agent vendors across four connected areas:

• Agentic client support and experiences, where AI handles scheduling and support work that drive better client experiences that are more efficient
• Our communications platform: one pipe, one log, and one view of every client conversation, shared across every team
• The care center and in‑app experience, including out-of-session engagement, skills building, and AI‑powered support
• Aftercare and alumni transitions

You’ll set the roadmap, own the outcomes (experience, efficiency, engagement with products) and help shape what a tech‑first, non‑clinical client experience should look like.

This role reports to Charlie Health’s Product Management team. It’s a good fit for a senior PM with consumer or digital health experience, a track record of shipping AI products, and the drive of a 0→1 builder: someone who can turn a messy, multi‑team problem into a clear strategy and then ship it.

We’re a team of passionate, forward‑thinking professionals eager to take on the challenge of the mental health crisis and play a formative role in providing life‑saving solutions. If you’re inspired by our mission and energized by the opportunity to increase access to mental healthcare and impact millions of lives in a profound way.

Responsibilities

• Own the product strategy, roadmap, and outcomes for the non‑clinical client experience, from intake through aftercare
• Lead a cross‑functional pod (engineering, design, and vendor partners), setting priorities and holding a high bar for what ships
• Partner with CX, Care Experience, Discharge/Care Navigation, Health Information Management, Clinical, and RCM leaders to find friction and turn it into product solutions with measurable impact
• Define and track success metrics (client and parent NPS, care delivery cost per session, DAUs, % of work automated, quality SLAs), and use data and client feedback to guide trade‑offs
• Evaluate and manage AI and communications vendors, including build‑vs‑buy decisions, evals, and performance accountability

Requirements

• 6+ years of product management experience, ideally on consumer‑facing or digital health products
• A track record of shipping AI/LLM‑powered products, with hands‑on comfort with agent design, evals, and vendor trade‑offs
• Experience building 0→1 products and defining new areas with a lot of ambiguity
• Proven ability to lead cross‑functional teams and influence senior stakeholders beyond your direct pod
• Strong analytical skills (SQL / BI tools) and an outcome‑driven approach to prioritization
• Experience with communications, support, or engagement platforms (e.g., Twilio, Zendesk, CRM, in‑app messaging) is a plus
• Healthcare, behavioral health, or regulated‑industry experience is preferred
• Excellent written communication, including clear PRDs and strategy docs
• Work authorized in the United States and native or bilingual English proficiency
• Able to work a hybrid schedule of 4 days/week in our NYC office and located within 75 minutes' commuting distance of the office

Benefits

Charlie Health is pleased to offer comprehensive benefits to all full‑time, exempt employees. Read more about our benefits here.

Additional Information

The total target base compensation for this role will be between $125,000 and $225,000 per year at the commencement of employment. Please note, pay will be determined on an individualized basis and will be impacted by location, experience, expertise, internal pay equity, and other relevant business considerations. Further, cash compensation is only part of the total compensation package, which, depending on the position, may include stock options and other Charlie Health‑sponsored benefits.

Our Values

• Connection: Care deeply & inspire hope.
• Congruence: Stay curious & heed the evidence.
• Commitment: Act with urgency & don’t give up.

Charlie Health applicants are assessed solely on their qualifications for the role, without regard to disability or need for accommodation.