Senior Product Manager, Patient Engagement & AI

Equip is hiring a Senior Product Manager to lead patient-facing AI across the care journey, including conversational agents and automated workflows that help families access and remain in care. The role combines hands-on agent design and iteration with setting AI safety standards, evaluation processes, and product strategy in partnership with clinical and operational teams.

Responsibilities:

• Own Equip’s patient-facing AI-powered experiences end to end, shaping every automated conversation and workflow that helps people find, start, and stay in care, and define and execute the roadmap from opportunity framing and prototyping through safety review, phased launch, and ongoing iteration
• Champion a thoughtful, values-driven approach to AI, making sure every patient-facing agentic experience reflects Equip’s clinical values and patient needs, is measured on care quality and patient outcomes (not just automation rates), and is introduced only where it makes the experience better for patients, families, and teams
• Hold a high bar for experience quality across the end-to-end journey, looking beyond individual features to ensure every AI touchpoint feels seamless, consistent, and human, and using strong product judgment to identify where AI meaningfully improves the experience and where a person should stay in the lead
• Partner with behavioral insights and patient engagement to own patient lifecycle communications product strategy across Braze and AI agents, building toward a Next Best Action model that delivers the right message, channel, and timing to keep patients and families engaged in care
• Partner with colleagues in behavioral insights and patient engagement to apply behavioral science principles (friction reduction, timing, framing, habit formation) to conversation design and flow
• Own the safety standard for patient AI conversations: partner with clinical leadership to define crisis detection and escalation paths, clear boundaries on what agents must never say or advise (for example, about food, weight, or diagnosis), and fast, reliable handoff to a human
• Partner with Operations to redesign workflows around AI, deciding what is automated, what stays with people, and how team members review, correct, and take over from agents
• Establish evaluation frameworks spanning pre-launch testing and live production monitoring, with success measured by outcomes
• Partner cross-functionally across Clinical, Design, Engineering, Operations, Compliance, and Commercial teams to drive alignment and clear developmental blockers. Create a process that quickly and safely brings AI use cases into production while engaging patients and families in our advisory council for testing and co-design
• Present AI product vision, risk assessments, and measurable outcomes to executive and clinical leadership
• Work directly with and help manage our vendors as well as weigh in on cost optimization opportunities
• Personally own prompt design for patient-facing agents (system prompts, guardrails, eval sets) and continuously tune them based on production performance
• Perform other duties as assigned

Requirements:

• 5+ years of software product management experience, including dedicated experience shipping production conversational AI, LLM-powered agents, or automated customer or patient facing workflows
• Demonstrated experience defining product strategy, authoring comprehensive technical specifications, and managing full product lifecycles within an agile environment
• Demonstrated product taste and user experience judgment, with a track record of shaping cohesive, high-quality journeys across multiple touchpoints and knowing when not to automate
• Demonstrated ability to collaborate with engineering teams on AI agent design, including tool use, orchestration of multi-step tasks, memory and context management, and grounding agent responses in trusted knowledge sources, and to weigh model and vendor trade-offs across quality, cost, latency, and build vs. buy
• Demonstrated experience implementing and managing third-party agentic AI vendors or platforms in production, including designing agentic workflows that fit real clinical and operational processes
• Demonstrated experience designing safe escalation and human-in-the-loop experiences for sensitive or high-risk user populations within regulated healthcare environments, including HIPAA compliance and PHI handling
• Demonstrated experience defining product metrics that connect AI performance to user experience and operational outcomes, such as access to care, efficiency, and satisfaction
• Demonstrated hypothesis-driven approach to product development, including designing and running experiments (such as A/B tests and phased rollouts), measuring impact, and using data to make clear decisions about what to scale, iterate on, or stop
• Demonstrated ability to lead multidisciplinary initiatives and align technical, clinical, operational, and executive stakeholders around complex product decisions
• Demonstrated ability to successfully influence without formal authority by setting standards for team excellence, inspiring others by driving best practices, and supporting retention through proactive peer mentorship
• Strong communication skills with demonstrated ability to synthesize complex information for a diverse audience
• Strong ability to remain composed and navigate high ambiguity and competing constraints, maintaining strong performance
• healthcare experience strongly preferred
• behavioral health experience strongly preferred