Product Manager, Patient Experience

As our Product Manager of Patient Experience, you will own the end-to-end patient journey and all patient-facing technology. This is a unique opportunity to build from scratch - designing and launching a custom patient-facing application while fundamentally shaping how patients engage with our care model. You'll report directly to the Head of Clinical Product and serve as the voice of the patient across our organization.

You will be a critical partner in executing our clinical strategy, translating clinical excellence into exceptional patient experiences. Your product decisions will directly shape how patients engage with our care model, influencing both clinical outcomes and the scalability of our value-based care approach.

This role is ideal for someone who believes that exceptional user experience drives clinical outcomes, and that patient compliance begins with building products that patients genuinely love to use.

What You’ll Do:

Own the Patient Experience & Support Clinical Strategy

• Define and own the complete end-to-end patient journey, from initial engagement through treatment completion and ongoing wellness
• Partner closely with clinical leadership to translate our clinical strategy into patient-facing journeys and technology that reinforce our care model
• Conduct deep patient research, journey mapping, and user testing to understand pain points, moments of friction, and opportunities for delight
• Establish patient experience metrics and relentlessly optimize for engagement, satisfaction, and clinical compliance
• Identify opportunities where thoughtful product design can enhance clinical efficacy, improve care coordination, and drive better outcomes 

Lead Product Development

• Design, build, and launch our patient platform that supports hybrid virtual and in-person MSK care delivery
• Strategically integrate best-in-class functionalities and third-party solutions into a cohesive, seamless patient experience - prioritizing smart integration over building from scratch
• Define product strategy, roadmap, and success metrics for all patient-facing digital touchpoints
• Translate complex clinical workflows into intuitive, lovable user experiences
• Create technology solutions that operationalize our clinical protocols while remaining flexible to evolving care models
• Work closely with engineering, design, clinical and clinical operations teams and partners to ship high-quality products rapidly

Drive Adoption & Compliance

• Design features and experiences that drive high patient engagement and treatment plan adherence
• Create feedback loops to continuously learn from patient behavior and iterate rapidly
• Identify and eliminate barriers to patient compliance through thoughtful product design
• Use product design to reinforce clinical best practices and guide patients through evidence-based care pathways

Strategic Partnership

• Serve as a key thought partner to clinical and clinical operations leadership, bringing a product and patient lens to strategic clinical decisions
• Lead cross functional teams to ensure each touchpoint is aligned to optimize patient experience
• Collaborate with operations to ensure seamless integration between virtual and in-person experiences
• Work with data and analytics teams to instrument the product and measure what matters
• Communicate product vision, strategy, and progress to executive leadership and stakeholders
• Provide insights from patient behavior and feedback to inform broader clinical strategy evolution

Requirements

• 5+ years of product management experience, including 2+ years in healthcare or digital health
• Proven experience designing and improving patient-facing experiences
• Exceptional user experience sensibility - you have strong opinions about what makes a product delightful and intuitive, and a portfolio that demonstrates it
• Ability to translate clinical workflows into simple, intuitive product experiences
• Self-sufficient product leader who can independently drive products from concept through launch and beyond with minimal oversight
• Ability to think strategically about how product and technology enable clinical and business objectives
• Deep expertise in user research, journey mapping, and human-centered design methodologies
• Experience leading cross-functional teams across engineering, design, and clinical stakeholders
• Demonstrated ability to drive user engagement, retention, and behavior change through product design
• Strong analytical skills with  and ability to define and track engagement and adherence metrics
• Exc