Product Manager, Patient Support

📋 Description

• Take ownership of the Patient Support roadmap, which includes Zendesk AI protocols, customer support tools, task management, and workflow automation.

• Establish and monitor support KPIs such as CSAT, first reply time, average handle time, and percentage of tickets deflected.

• Collaborate with leadership to pinpoint operational blind spots and prioritize opportunities for enhancing workflows and automation.

• Work alongside design, engineering, and operations teams to define, design, and implement tools that minimize friction for customer support agents and patients.

• Join forces with our analytics and AI teams to create, test, and refine AI protocols and prompts that enhance ticket deflection and elevate patient satisfaction.

• Evaluate the success of launched features and formulate data-driven solutions for further enhancements.

⛳️ Requirements

• 3+ years of experience in product management within a dynamic, high-growth setting.

• Strong grasp of customer support tools and operational processes.

• Proven track record in optimizing support workflows on platforms such as Zendesk.

• Experience in deploying AI or automation features (e.g., workflow automation, LLM-powered agents, intent classification) is advantageous.

• Analytical mindset with a demonstrated ability to leverage data for product decisions and success measurement.

• Self-motivated individual who actively seeks out opportunities to enhance the product and user experience.

• Experience in managing complex cross-functional projects involving engineering, design, and operational teams.

• Exceptional communication and leadership abilities.

🏝️ Benefits

• A remote-first work culture.

• Competitive salary and equity options.

• Comprehensive health, dental, and vision insurance plans.

• Short-term disability and basic life insurance coverage.

• Flexible Spending Accounts (FSAs).

• Lifestyle Spending Accounts (LSAs).

• Observance of federal holidays with unlimited time off for exempt employees.

• Budget allocated for the necessary technology tools (laptop, monitor, and/or specialized software).

• Emphasis on company-sponsored activities to encourage engagement, both virtually and in-person.

• Waived membership fees for Hone team members utilizing Hone products.