Product Manager, Patient Experience

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

📋 Description

• Design the Experience: Utilize a design perspective to enhance patient-facing touchpoints—encompassing digital interfaces, communication templates, and onboarding resources.

• Own Patient NPS & Satisfaction Measurement: Develop, implement, and refine our Patient NPS program—covering everything from survey frequency to follow-up procedures.

• Conduct Patient Research & Interviews: Regularly perform qualitative user interviews with our perinatal patient demographic, employing trauma-informed and culturally sensitive research methodologies.

• Map & Improve the Patient Journey: Identify and document pain points in the patient experience throughout the entire care process (intake, scheduling, therapy, transitions, offboarding).

• Collect & Amplify Patient Stories: Establish and oversee a systematic approach for gathering patient testimonials and success narratives.

• Support Partner Success & Clinic Collaboration: Collaborate with the Partner Success team to gain insights into how FamilyWell’s OBGYN clinic partners perceive the program on behalf of their patients.

• Lead Patient Repair & Issue Resolution: Act as the solution engineer for FamilyWell’s patient repair function—the method through which patients can report issues or concerns via phone, email, or other channels.

⛳️ Requirements

• 3–7 years of experience in patient/customer/user experience, UX research, or a related field.

• Background in design (UX, service design, or product design)—capable of conducting research and translating findings into actionable improvements.

• Proven track record in managing NPS or other structured feedback initiatives.

• Strong qualitative research capabilities, including experience in conducting user interviews with actual users.

• Outstanding communication skills—able to clearly convey patient insights to clinical, product, and operational stakeholders.

• Empathy and sensitivity when interacting with patients facing mental health challenges during a vulnerable period of life.

• Experience in healthcare, digital health, or behavioral health environments (preferred).

• Knowledge of perinatal mental health issues (postpartum depression, perinatal anxiety, etc.) (preferred).

• Familiarity with tools such as Healthie, HubSpot, Spruce, or other healthcare/CRM platforms (preferred).

• Understanding of HIPAA regulations and privacy considerations in patient research (preferred).

🏝️ Benefits

• Health insurance

• Paid time off

• Flexible work arrangements

• Professional development