Product Manager

Are you a UX researcher, service designer, patient experience leader, or digital health product manager who loves turning patient insights into better care experiences? This may be the role for you. Why This Role Matter Patient experience is at the center of everything we do. In this role, your work will directly influence how patients access care, engage with treatment, and feel supported throughout their journey. You will have the opportunity to turn real patient experiences into meaningful improvements that impact care delivery at scale. About the Role We are seeking a Product Manager, Patient Experience to own and improve the end-to-end experience of our patients. This is a highly cross-functional role within the Product organization where you will serve as the voice of the patient—bringing patient insights into company decisions and ensuring every interaction reflects the needs of the people we serve. This role is ideal for someone who enjoys deeply understanding users, conducting research, identifying friction points, and partnering across Product, Clinical, and Operations teams to create meaningful improvements. While this role sits within Product, it is less focused on traditional feature roadmap ownership and more focused on experience strategy, patient insights, and service improvement. You will work closely with company leadership, including the COO, as well as clinical, product, operations, and partner-facing teams. What You'll Do Own the Patient Experience Strategy Design and improve patient-facing experiences across digital touchpoints, communications, onboarding, and care interactions Ensure the patient journey is cohesive, accessible, and tailored to the unique needs of individuals navigating perinatal mental health care Serve as the internal advocate for patient needs, experiences, and feedback Lead Patient Research & Insights Conduct qualitative patient interviews using trauma-informed and culturally sensitive research practices Build ongoing feedback loops to understand patient needs, challenges, and opportunities Translate patient insights into actionable recommendations for Product, Clinical, and Operations teams Own Patient Feedback & Satisfaction Programs Design and manage the Patient NPS program, including survey strategy, measurement cadence, and follow-up workflows Analyze trends, identify opportunities for improvement, and communicate insights to leadership Establish goals, monitor performance, and develop action plans to improve patient satisfaction Map and Improve the Patient Journey Document the complete patient journey, from intake and scheduling through treatment, transitions, and completion of care Identify pain points and opportunities across the patient experience Partner with internal teams to prioritize solutions and close experience gaps Lead Patient Issue Resolution & Experience Improvements Own the patient repair process by analyzing patient concerns submitted through various channels Identify recurring themes, root causes, and opportunities for systemic improvements Coordinate with Product, Clinical, and Operations teams to implement solutions and close the loop with patients Support Partner and Clinic Experience Partner with clinic relationships and operations teams to understand how healthcare partners experience the program Identify opportunities to improve referral workflows, care coordination, and collaboration between partner clinics and the patient experience Amplify Patient Voices Develop processes for collecting patient stories and testimonials (with appropriate consent) Partner with Marketing and Clinical teams to share patient experiences that reduce stigma and build trust What We're Looking For Required Qualifications 3–7 years of experience in patient experience, customer experience, UX research, service design, product management, or a related field Experience conducting qualitative user research, including interviews with real users or patients Experience designing or improving user/customer experiences through research and insights Experience managing structured feedback programs such as NPS, CSAT, or Voice of Customer initiatives Strong ability to translate qualitative insights into actionable recommendations Exceptional communication skills with the ability to influence Product, Clinical, and Operations stakeholders Deep empathy and sensitivity when working with patients navigating mental health challenges during a vulnerable life stage Preferred Qualifications Experience in healthcare, digital health, behavioral health, or a patient-facing technology environment Familiarity with perinatal mental health, postpartum depression, or perinatal anxiety Experience with healthcare platforms such as Healthie, HubSpot, Spruce, or similar tools Understanding of HIPAA requirements and privacy considerations in patient research Background in UX research, service design, human-centered design, or experience strategy