Director of Product, Patient Journey

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

📋 Description

• Take ownership of the comprehensive product strategy and roadmap for the patient experience at SleepDoctor.com during a 16-week maternity-leave contract.

• Ensure continuity on the current roadmap and make prioritization decisions on a daily basis.

• Propel the vision and strategy for the patient journey from initial contact through consultation, diagnosis, purchase, fulfillment, therapy, renewal, and re-engagement.

• Manage and prioritize the roadmap with a focus on patient experience, clinical outcomes, operational efficiency, and business impact.

• Create a current-state overview across brands, systems, and integrations, including Shopify, Zoho CRM, Canvas Medical, NikoHealth, Customer.io, and various billing systems.

• Align product managers and associates throughout individual stages of the journey.

• Collaborate with Engineering and Data teams to scope, sequence, and implement system and pipeline enhancements.

• Coordinate efforts with Marketing, Clinical Operations, Care teams, and Customer Support.

• Provide updates on roadmap status and results to executive stakeholders, advocating for the patient perspective in company-wide planning.

• Monitor metrics related to conversion, activation, therapy adherence, renewal, and retention.

• Utilize funnel data, cohort analysis, and qualitative research to pinpoint friction points.

• Initiate or continue experiments and incorporate findings into product, roadmap, and system modifications.

• Advocate for AI tools to enhance discovery, documentation, and delivery processes.

• Identify AI opportunities to tailor the patient journey and automate repetitive operational tasks.

• Document decisions, changes to the roadmap, and the context for stakeholders.

• Prepare a comprehensive handoff for the returning Director.

⛳️ Requirements

• More than 8 years of experience in product management.

• Proven ability to own the strategy and roadmap for a complex, high-stakes product area.

• Capacity to engage with an existing roadmap and cross-functional relationships, becoming productive within a few weeks.

• Experience in managing a complex, multi-stage customer or patient journey across various systems and teams.

• Skill in translating ambiguous, cross-functional issues into a clear strategy and well-structured roadmap.

• Comfort with funnel and cohort data, dashboards, and experimental results.

• Working knowledge of CRM, e-commerce, lifecycle marketing, clinical, and billing systems.

• History of earning trust and fostering alignment without formal authority.

• A genuine commitment to enhancing patient outcomes and experiences.

• Willingness to commit to a 16-week engagement starting by 11/20.

• Experience in healthcare, telehealth, or subscription consumer health is highly beneficial.

• Proficiency in SQL is a plus.

• Background in health insurance workflows, HIPAA, or clinical operations is a strong advantage.

• Previous experience in interim or fractional product leadership is an added benefit.

🏝️ Benefits

• An inclusive and diverse work environment.

• Equal opportunity employment.