Director of Product Management

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

📋 Description

• Define and take ownership of the product strategy for PerfectServe’s AI answering service, encompassing both immediate delivery commitments and a long-term vision for AI advancement across the portfolio.

• Convert business goals and clinical workflows into a prioritized, well-reasoned product roadmap — maintaining it as a dynamic document that adapts to new insights, rather than a fixed plan.

• Collaborate with the CTO and Director of Software Engineering to synchronize roadmap sequencing with technical capabilities, architectural limitations, and infrastructure investments.

• Make and communicate clear decisions on product trade-offs: what is included, what is postponed, and the rationale behind these choices.

• Lead ongoing customer discovery initiatives: conduct interviews, site visits (both virtual and in-person), and workflow observation sessions with clinical and administrative end users.

• Cultivate and sustain a comprehensive understanding of how healthcare organizations utilize answering services, operator consoles, and AI-enhanced communication — including key pain points, workarounds, and compliance challenges.

• Integrate feedback from cross-functional teams, market insights, and customer input into product insights; differentiate between significant signals and noise when stakeholder demands conflict.

• Establish user personas and jobs-to-be-done for the primary audiences of the AI platform: clinical staff, contact center agents, patients, and healthcare administrators.

• Leverage modern AI tools to enhance your product work: create prototypes and wireframes, conduct rapid concept tests, and assess technical feasibility before allocating engineering resources.

• Design and execute structured product experiments — such as A/B tests, pilot programs, and shadow deployments — to confirm hypotheses prior to widespread rollout.

• Set clear acceptance criteria and success metrics for each feature, including AI-specific measures like containment rate, deflection accuracy, latency, and user-perceived quality.

• Continuously assess emerging AI capabilities (new LLMs, voice models, orchestration frameworks) and recommend adoption based on product value and technical compatibility, rather than novelty.

• Utilize knowledge of healthcare interoperability standards — HL7, FHIR, and API integration patterns — to influence AI feature design and integration requirements.

• Ensure AI features are crafted with the realities of clinical workflows in mind: how nurses, physicians, schedulers, and operators interact with systems under time constraints.

• Identify and manage product-level compliance and safety considerations, including HIPAA, principles of minimum necessary data, and the appropriate application of AI in clinical decision-adjacent contexts.

• Work closely with Clinical and Operations teams to guarantee that AI behavior aligns with care protocols, escalation paths, and patient safety standards.

• Take ownership of the relationship between product requirements and engineering delivery — drafting precise, well-defined specifications that minimize ambiguity without overly restricting implementation.

• Act as the product accountability owner for the outsourced development partner, assessing deliverables against acceptance criteria and promptly escalating quality concerns.

• Collaborate with Marketing and Customer Success on go-to-market strategies for new AI features, encompassing packaging, positioning, and customer communication.

• Represent the product perspective in executive discussions; clearly communicate roadmap priorities, trade-offs, and AI adoption risks to non-technical stakeholders.

• Develop the measurement framework for AI product performance: establish baselines, set targets, and facilitate quarterly reviews of key metrics with engineering and executive leadership.

• Foster a learning-oriented culture using production data: leverage real-world call outcomes, error logs, and user feedback to consistently enhance AI model performance and product design.

• Recognize and respond to leading indicators of customer churn or dissatisfaction related to AI feature quality.

• Initially work as an individual contributor; expand the product and design team as the platform and organization grow.

• Establish product management practices and norms that facilitate AI-native development: lightweight documentation, rapid feedback loops, and outcome-focused delivery measurement.

• Mentor and nurture junior product team members as the function expands.

⛳️ Requirements

• 8+ years of experience in product management, with a minimum of 3 years overseeing AI, NLP, or conversational AI products in a production environment.

• Proven capability to lead customer discovery in intricate B2B settings; experience interviewing clinical or operational end users is a significant advantage.

• Working knowledge of healthcare interoperability standards: HL7 v2, FHIR, and API integration patterns. Ability to engage in technical interoperability discussions independently.

• Familiarity with HIPAA and the product design considerations it necessitates: data minimization, audit trails, access controls, and PHI management.

• Technical fluency enabling critical evaluation of AI capabilities, clear functional specifications writing, and concept prototyping using no-code or AI-assisted tools.

• A history of successfully delivering AI features at scale and iterating based on production data and user feedback.

• Strong written communication skills; capable of producing clear PRDs, executive summaries, and customer-facing feature descriptions.

• Experience collaborating with outsourced development partners, including managing delivery accountability and quality assessments.

• Familiarity with healthcare contact center operations, patient access workflows, or clinical communication platforms.

• Hands-on experience with conversational AI platforms, voice agent frameworks, or telephony product design.

• Exposure to LLM evaluation practices, prompt engineering workflows, or AI product safety frameworks.

• Experience in a growth-stage company where product practices are still being developed rather than merely inherited.

• Ability to prototype using tools such as Figma, Claude, Replit, or similar AI-assisted development environments.

🏝️ Benefits

• Remote-first work environment

• Health, Dental, Vision, Life, and Disability Insurance options available from day one.

• 401K with matching contributions and immediate vesting.

• 17 company holidays, 2 floating holidays, plus a competitive paid time off policy.

• Internal Advancement Opportunities