Agent Product Manager – US East Coast

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of one or more customer accounts' agents from start to finish.

• Conduct visits to customer locations to observe workflows involving schedulers, care coordinators, practice managers, and clinical leaders.

• Convert customer workflows into agent behaviors.

• Integrate agents with EHR data and workflows, telephony systems, call routing, scheduling platforms, insurance and eligibility processes, and clinical guidelines.

• Act as the AI and technical representative for customers and Sales during demonstrations, proof of concept phases, and scoping activities.

• Set up agents in Cortex, which includes conversation graphs, prompts, variable extraction, escalation processes, and confirm-then-act logic.

• Develop and manage journeys that encompass scheduling, retries, channel selection, call windows, and escalation routes.

• Establish KPIs and metrics linked to customer outcomes.

• Enhance the platform and adapt tools for new markets and segments.

• Create regression suites in Starfish that cover various scenarios, personas, judges, and campaigns.

• Reproduce production failures, conduct A/B testing for solutions, and maintain regression-gate suites.

• Collaborate with Clinical and Quality teams to ensure testing aligns with clinical safety standards.

• Monitor live agents, diagnose and rectify incorrect behaviors, and validate fixes.

• Report automation metrics to customers, which include containment, resolution, escalation rates, and clinical quality flags.

• Differentiate between agent misconfigurations and platform bugs, providing evidence to the Engineering team.

• Manage approximately twenty agents across customer accounts.

• Transform repetitive manual tasks into tooling requirements for Product and Engineering teams.

• Develop templates, standards, and definitions of done to ensure agent quality.

⛳️ Requirements

• Fluency in the US healthcare system from experience working with or within US provider organizations.

• Knowledge of scheduling, referrals, front-desk operations, call-center functions, EHR workflows, eligibility, prior authorization, and clinical system adoption.

• Located in the US on the East Coast within the Eastern timezone.

• Willingness to travel frequently to customer sites across the US.

• 3–6 years of experience in forward-deployed or solutions engineering, technical product roles, top-tier consulting, or similar positions in early-stage companies.

• Practical knowledge of LLM systems, prompt design, structured extraction, evaluation, and agent failure analysis.

• Proficiency in reading logs, dashboards, traces, and configuration files.

• Skills in SQL and scripting.

• Outstanding written communication abilities.

• Strong attention to detail regarding correctness and clinical safety.

• Hands-on experience with Epic, Cerner/Oracle Health, athenahealth, or similar systems is preferred.

• Experience in contact-center telephony is preferred.

• Background in enterprise customer and stakeholder management is preferred.

• Familiarity with conversational AI or voice-stack technologies, including ASR/TTS, LiveKit, Twilio, or equivalents, is preferred.

• Experience in developing evaluation or regression-testing systems for non-deterministic software is preferred.

• Proficiency in a second language, particularly Spanish; Mandarin is also valuable.

🏝️ Benefits

• Competitive compensation.

• Equity opportunities.

• Comprehensive benefits.

• Opportunity to work on mission-driven projects at the intersection of AI, healthcare, and enterprise technology.