Product Manager – Client Experience

Role Overview

• Own the configuration platform backlog: prioritize what gets built, define it clearly, ship it and measure.
• Translate operational input from client success, operations and clinical teams into clean, right-sized product work that doesn't slow down implementation or degrade member experience quality.
• Deliver new features across the platform's vertical domains (program setup, eligibility, content configuration, clinical protocol settings, billing rules) based on operational urgency and technical dependencies.
• Own quality, triage bugs, track reliability and hold the bar for internal users who depend on this platform every day to do their jobs.
• Keep engineering moving: unblock delivery, make tradeoffs explicit and close the loop between what's scoped and what ships.
• Use AI tools like Claude Code to prototype platform concepts, scaffold UI and put working software in front of internal users to validate ideas before engineering resources are committed.
• Work with engineering to identify which components are good candidates for AI-assisted development.
• Compress the concept-to-feedback cycle.
• Define what good looks like for this platform: time-to-configure, error rates, support ticket volume and internal user adoption. Then build the dashboards and own the measurement.
• Dig into internal user behavior
• where are the workarounds, the drop-offs, the broken workflows and support requests?
• Use data to make the case for what gets prioritized next.
• Spend real time with ops and client success teams to understand the workflows you're replacing.
• Coordinate with the member experience PM team so configuration changes don't create surprises on the member-facing side.
• Partner with clinical teams on protocol configuration
• safety and quality are non negotiable.
• Make build-vs-configure decisions with engineering and push the architecture toward future vertical expansion.

Requirements

• Bachelor's degree at a minimum.
• 3-5+ years of product management experience, with at least 1-2 years shipping internal tools, platforms or operations-facing products.
• Demonstrated experience building with AI tools. This means not just using ChatGPT for writing but using AI to prototype, generate code or build working product artifacts (Cursor, Claude, Copilot, Replit, v0, or similar).
• Comfortable with SQL, product analytics tools (Looker, PostHog, Amplitude, or similar) and defining success metrics for internal platforms.
• Experience running the full product lifecycle: discovery, scoping, shipping, measuring, iterating.
• Able to work effectively with engineering, design, operations and business stakeholders.
• Comfortable operating in a fast-moving, ambiguous environment where you're defining the product surface, not just optimizing an existing one.
• Clear, concise writing; you can turn complex operational workflows into actionable product specs.

Tech Stack

• SQL