Staff Product Manager, Communications

This is a fully remote position, open to applicants in California, +2 more states.

📋 Description

• Create and oversee the long-term vision for a cohesive communications platform encompassing voice, SMS, email, chat, and AI channels.

• Assess third-party vendors in comparison to custom-built solutions for journey orchestration.

• Determine which patient events (such as appointment bookings, prescription shipments, and refill notifications) initiate communications and establish the timing for these triggers.

• Identify which aspects are configurable by clients (including branding, templates, timing, and channels) versus those that are standardized.

• Design a white-label structure for client-specific branding, templates, and timing preferences.

• Provide tools that empower Implementation and Customer Success teams to configure journeys independently of engineering support.

• Specify how clients can initiate communications from their systems, detailing access levels, documentation, and integration patterns.

• Coordinate and streamline communication channels across Amazon Connect, Twilio, Tellescope, and internal systems.

• Guarantee HIPAA-compliant messaging with comprehensive visibility into sent communications, including recipient details, timing, and reasons.

• Create a unified interface that displays all patient and operational communications.

• Outline end-to-end patient journeys across all medical programs.

• Map communication triggers to clinical, operational, and behavioral events.

• Develop scalable, multi-program templates and automation components.

• Collaborate closely with Engineering, IT, Implementation Platforms, Operations, and Customer Success.

• Ensure all messaging complies with HIPAA/HITRUST standards.

• Act as the subject matter expert on Amazon Connect or comparable enterprise communication platforms.

• Specify UI/UX requirements for modifying journeys and communication logic without engineering involvement.

• Work alongside Engineering to provide tools for triggers, workflows, templates, routing, and analytics.

⛳️ Requirements

• Over 10 years of project management experience with communications, workflow automation, or engagement platforms.

• Strong technical knowledge of APIs, integrations, and event-driven systems.

• Experience in defining journeys and developing automated communication workflows.

• Demonstrated cross-functional leadership across engineering, operations, clinical, and IT teams.

• Excellent communication skills, prioritization abilities, and a strong ownership mentality.

• Familiarity with Amazon Connect or similar enterprise communication tools.

• Background in healthcare or other regulated sectors.

• Knowledge of HIPAA/HITRUST and secure messaging requirements.

• Experience with multi-tenant or client-configurable communication platforms.

🏝️ Benefits

• Medical, Dental, and Vision plans

• Flexible Spending/Health Savings Accounts

• Flexible PTO

• 401(k) + Company Match

• Life Insurance, Pet insurance, and more