Senior Product Manager, Patient Experience

Synapse Health is hiring a Senior Product Manager, Patient Experience to lead the strategy and development of its patient-focused products. The role owns the patient journey across messaging, portal, and omnichannel outreach, while driving product research, launches, measurement, and team mentorship.

Responsibilities:

• Own the patient journey: develop and champion the strategy for a consumer-grade patient messaging and portal experience, ensuring alignment with company vision and goals
• Drive the conceptualization, development, and launch of omnichannel, technology-forward approach across digital (email, SMS) and outbound patient outreach (calls) innovative products and features
• Continuously monitor and optimize campaigns to drive open rates, click through rates and conversion rates. Develop relevant business metrics for your area, drive instrumentation and reporting, and execute on the roadmap to achieve impact
• Leverage any and all products, technologies, and solutions to drive impact. Consult with Engineering and stakeholders to ensure that the best possible make/buy decisions are made
• Conduct comprehensive market and user research to identify customer needs, market opportunities, and trends, ensuring the product's competitive edge
• Analyze competitors and market standards, synthesizing insights to inform product enhancements and developments
• Leverage data tools and analysis to identify and prioritize opportunities
• Collaborate closely with engineering and operations teams to oversee product design and development, ensuring timely and high-quality deliveries
• Drive experimentation culture and data-informed product decisions, test optimizations, and iterate on engagement approaches while building patient trust
• Develop go-to-market and launch plans for new products and features and continuously gather consumer feedback to refine and improve product offerings
• Provide thought leadership and education internally on new and existing products, facilitating knowledge sharing and alignment across teams
• Support feature rollouts that involve patient messaging through alpha, beta and general availability by collaborating with customer-facing teams, analyzing feature impact, and preparing communications
• Mentor and guide Product Managers and other team members, fostering a culture of collaboration and continuous learning

Requirements:

• The ideal candidate will be comfortable at the strategic level (owning multi-year vision + roadmap), energized by having hands on optimization levers around the conversion funnel and patient experience, and excited about driving patient portal build and engagement platform/infrastructure decisions
• Minimum of 7 years of experience in product management with a minimum of 3 years in healthcare, SaaS or e-commerce
• Experience driving engagement in B2C or B2B2C context, ideally in healthcare space
• Comfort across digital and outbound engagement approaches spanning email, SMS and calls
• Strong background enabling integrations with third party platforms to elevate the patient experience
• Understanding of APIs
• Demonstrated experience in leading product strategies and driving product innovations
• Proficiency in and adeptness in learning office productivity, data analysis, and department and job-specific software systems
• Exceptional analytical, organizational, and strategic thinking skills
• Durable Medical Equipment experience is a plus
• Proven track record optimizing tech-forward call center flows and deploying AI-first engagement tooling a plus
• Extensive experience in B2C applications and customer journey mapping
• Experience in customer/consumer marketing, including A/B testing
• Love of customer journey mapping and whipping up workflow diagrams in figma, visio or similar
• Ability to write in clear and plain language and knowledge of accessibility guidelines
• Demonstrates the ability to envision and drive the realization of long-term organizational goals
• Exhibits advanced analytical abilities and can discern the essence of complex issues and draw comprehensive solutions
• Displays creativity and insight, foreseeing industry trends and incorporating them into the organizational strategy
• Articulate ideas, values, and feedback clearly, ensuring alignment and understanding across diverse stakeholders