Senior AI Product Manager

Baylor Scott & White Health is hiring a Senior AI Product Manager to own AI use-case product strategy, roadmaps, and delivery. The role translates customer, clinical, and operational needs into AI-powered experiences, leads cross-functional teams, and measures outcomes while supporting safe, scalable, and reusable AI capabilities.

Responsibilities:

• Owns a major area of the BSWH AI use-case roadmap and is accountable for translating customer jobs-to-be-done into AI-powered experiences that improve customer outcomes, operational efficiency, and business value
• Leads prioritization, roadmap development, requirements definition, launch planning, and success measurement for AI-enabled capabilities across one or more customer journey areas
• Works closely with Digital, Journey, Clinical, Analytics, Data, Ontology, Architecture, Engineering, and Operations teams to define, deliver, and continuously improve AI-powered customer experiences
• Ensures AI capabilities solve meaningful customer problems, achieve measurable outcomes, and are designed for safe, scalable, and reusable implementation across BSWH use cases
• Drives alignment across stakeholders while balancing customer needs, technical feasibility, operational constraints, regulatory requirements, and enterprise priorities
• Partners with AI platform and architecture teams to leverage reusable AI capabilities while maintaining accountability for customer and business outcomes within the assigned product area
• Own the product strategy, roadmap, and backlog for one or more priority AI use-case areas
• Translate customer, operational, and clinical problems into clear jobs-to-be-done, product requirements, delivery priorities, and measurable outcomes
• Define success metrics and key performance indicators that measure business impact, customer value, adoption, engagement, satisfaction, and operational improvement
• Identify, evaluate, and prioritize opportunities where AI can create differentiated customer experiences or operational advantages
• Develop business cases and prioritization frameworks that balance strategic value, implementation complexity, risk, dependency management, and expected return
• Lead discovery efforts to understand customer needs, stakeholder requirements, operational workflows, and pain points that can be addressed through AI-enabled capabilities
• Frame AI use cases as concrete customer jobs-to-be-done and ensure each use case has a clear problem statement, target outcome, measurable success criteria, and responsible stakeholders
• Partner with customer journey leaders, clinical and operational subject matter experts, and analytics teams to validate that proposed capabilities address the right problems
• Ensure product decisions stay grounded in customer value, clinical/operational integrity, and measurable business impact rather than technology novelty alone
• Define AI-enabled product capabilities, workflows, agent behaviors, escalation paths, guardrails, and customer experiences for assigned AI use cases
• Translate strategy into clear user stories, acceptance criteria, success metrics, and delivery priorities that engineering and AI teams can execute against
• Collaborate with architecture and engineering teams to determine when solutions should use orchestration, retrieval, deterministic rules, personalization, automation, or human review
• Partner with design, research, and customer experience teams to ensure AI-powered interactions are understandable, helpful, trustworthy, and aligned with BSWH experience standards
• Lead cross-functional collaboration across Product, Engineering, Architecture, Journey, Clinical, Analytics, Data, Ontology, Security, Privacy, Compliance, and Operations teams
• Manage roadmap tradeoffs across customer experience, speed of delivery, technical complexity, operational readiness, safety, compliance, and long-term scalability
• Communicate product vision, roadmap priorities, delivery progress, risks, launch readiness, and outcomes to leadership and stakeholders
• Support launch planning, adoption, training, stakeholder readiness, and operational handoffs for AI-enabled capabilities
• Define expected AI behaviors, quality expectations, guardrails, and acceptance criteria in partnership with clinical, operational, technical, and AI quality stakeholders
• Partner with engineering, analytics, and AI quality teams to establish evaluation approaches, testing criteria, performance expectations, and feedback loops
• Monitor AI capability performance, adoption, customer outcomes, operational outcomes, and quality metrics to identify improvement opportunities
• Drive iterative improvement using customer feedback, evaluation results, product analytics, operational insights, and experimentation results
• Work with AI platform, architecture, data, ontology, and engineering teams to ensure assigned use cases leverage reusable enterprise AI capabilities where appropriate
• Identify reusable capabilities, patterns, or requirements that should be shared across multiple AI use cases or product areas
• Help prevent duplicated work by connecting use-case needs to common platform capabilities, integration patterns, evaluation approaches, and governance standards
• Ensure product decisions support both near-term use-case delivery and BSWH’s longer-term AI strategy

Requirements:

• Bachelor's degree in Business, Product Management, Engineering, Computer Science, Data Science, Healthcare Administration, or related field
• 8–12 years of product management experience
• Demonstrated ownership of digital products, platforms, customer experiences, or technology-enabled services with measurable business impact
• Experience managing complex cross-functional roadmaps involving product, engineering, design, analytics, data, and business stakeholders
• Experience working with AI-enabled products, machine learning systems, conversational experiences, personalization platforms, automation solutions, search experiences, recommendation systems, or decision-support technologies
• Strong experience translating customer and business needs into structured product requirements, prioritized roadmaps, user stories, and acceptance criteria
• Experience defining and measuring product success using KPIs, customer outcomes, business metrics, usage analytics, and qualitative customer insights
• Strong understanding of AI-enabled product development and modern AI capabilities, including where AI can and cannot reliably improve customer or operational outcomes
• Familiarity with concepts such as large language models, AI agents, orchestration, retrieval, personalization, evaluation frameworks, guardrails, and human-in-the-loop workflows
• Product ownership across the full lifecycle, including strategy, discovery, requirements, prioritization, delivery, launch, measurement, and optimization
• Experience working with APIs, integrations, enterprise systems, data products, analytics, and platform capabilities that support reusable product development
• Ability to collaborate effectively with engineers, architects, data teams, analytics teams, clinical stakeholders, and operational stakeholders
• Strong analytical skills and comfort interpreting performance data, customer metrics, adoption trends, quality signals, and product outcomes
• Master's degree preferred
• Healthcare, life sciences, financial services, or other regulated-industry experience preferred but not required
• Experience owning AI-powered customer experiences, digital assistants, conversational interfaces, recommendation systems, search experiences, workflow automation products, or decision-support capabilities
• Experience applying Jobs-to-Be-Done, customer-centered design, design thinking, agile product development, or outcome-based product management methodologies
• Familiarity with AI product evaluation approaches, including quality measurement, experimentation, benchmark definition, feedback loops, and performance optimization
• Experience operating in healthcare, life sciences, financial services, or similarly regulated environments involving sensitive data, safety requirements, auditability, and compliance considerations
• Experience launching products involving AI models, enterprise systems, APIs, cross-functional delivery teams, and operational adoption requirements
• Experience working with product analytics, experimentation frameworks, customer research, behavioral insights, and customer experience measurement
• Strong ability to influence without authority and drive alignment across business, technology, clinical, operational, and executive stakeholders