Director of Product Management

🕒 Julho 8

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $180.000 / ano

⏰ Tempo Integral

🔴 Especialista

✅ Gerente de Produto

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PerfectServe

SiteLinkedInTodas as Vagas

201 - 500 funcionários

Fundada em 2003

🏥 Saúde

⚕️ Seguro de Saúde

☁️ SaaS

💰 Private Equity Round em 2018-05

Healthcare • Healthcare Insurance • SaaS

A PerfectServe é uma empresa de tecnologia em saúde que se especializa em soluções de comunicação e colaboração clínica. A empresa oferece ferramentas para melhorar a comunicação entre profissionais de saúde, otimizar os fluxos de trabalho clínico e aumentar o engajamento de pacientes. Seus produtos incluem serviços de atendimento médico, agendamento de profissionais e um console de operador de saúde, todos projetados para garantir uma comunicação eficaz e segura em ambientes de cuidado. A PerfectServe visa reduzir os encargos administrativos e apoiar o bem-estar dos profissionais de saúde enquanto mantém a conformidade com as regulamentações da indústria. Confiada por mais de 30. 000 organizações de saúde, a PerfectServe integra-se aos sistemas de saúde existentes para otimizar o agendamento de profissionais, melhorar a comunicação com pacientes e familiares e viabilizar o atendimento virtual.

Descrição

• Define and own the product strategy for PerfectServe’s AI answering service, including near-term delivery commitments and a longer-horizon vision for how AI evolves across the portfolio. • Translate business objectives and clinical workflows into a prioritized, clearly reasoned product roadmap — and maintain it as a living document that reflects new information, not a static plan. • Partner with the CTO and Director of Software Engineering to align roadmap sequencing with technical capacity, architecture constraints, and infrastructure investments. • Make and communicate clear product tradeoff decisions: what is in scope, what is deferred, and why. • Lead ongoing customer discovery efforts: conduct interviews, site visits (virtual or in-person), and workflow observation sessions with clinical and administrative end users. • Develop and maintain a deep understanding of how healthcare organizations use answering services, operator consoles, and AI-augmented communication — including the pain points, workarounds, and compliance constraints that matter most. • Synthesize input from cross-functional teams, market and customers into product insights; distinguish signal from noise when stakeholder demands conflict. • Define user personas and jobs-to-be-done for the AI platform’s primary audiences: clinical staff, contact center agents, patients, and healthcare administrators. • Use modern AI tools to accelerate your own product work: generate prototypes and wireframes, run rapid concept tests, and explore technical feasibility before committing engineering resources. • Design and run structured product experiments — A/B tests, pilot programs, shadow deployments — to validate hypotheses before broad rollout. • Define clear acceptance criteria and success metrics for every feature, including AI-specific measures such as containment rate, deflection accuracy, latency, and user-perceived quality. • Actively evaluate emerging AI capabilities (new LLMs, voice models, orchestration frameworks) and recommend adoption decisions based on product value and technical fit, not novelty. • Apply working knowledge of healthcare interoperability standards — HL7, FHIR, and API integration patterns — to shape AI feature design and integration requirements. • Ensure AI features are designed with clinical workflow reality in mind: how nurses, physicians, schedulers, and operators interact with systems under time pressure. • Identify and manage product-level compliance and safety considerations including HIPAA, minimum necessary data principles, and the appropriate use of AI in clinical decision-adjacent contexts. • Collaborate with Clinical and Operations teams to ensure AI behavior aligns with care protocols, escalation paths, and patient safety standards. • Own the relationship between product requirements and engineering delivery — writing precise, well-scoped specifications that reduce ambiguity without over-constraining implementation. • Serve as the product accountability owner for the outsourced development partner, reviewing deliverables against acceptance criteria and escalating quality issues promptly. • Collaborate with Marketing and Customer Success on go-to-market sequencing for new AI features, including packaging, positioning, and customer communication. • Represent the product perspective in executive conversations; communicate roadmap priorities, tradeoffs, and AI adoption risks clearly to non-technical stakeholders. • Define the measurement framework for AI product performance: establish baselines, set targets, and drive quarterly reviews of key metrics with engineering and executive leadership. • Build a culture of learning from production data: use real-world call outcomes, error logs, and user feedback to continuously improve AI model performance and product design. • Identify and act on leading indicators of customer churn or dissatisfaction related to AI feature quality. • Initially operate as an individual contributor; build out a product and design team as the platform and organization scale. • Establish PM practices and norms that support AI-native development: lightweight documentation, fast feedback loops, and outcome-oriented delivery measurement. • Mentor and develop junior product team members as the function grows.

🎯 Requisitos

• 8+ years of product management experience, with at least 3 years owning AI, NLP, or conversational AI products in production. • Demonstrated ability to lead customer discovery in complex B2B environments; experience interviewing clinical or operational end users is a strong differentiator. • Working knowledge of healthcare interoperability standards: HL7 v2, FHIR, and API integration patterns. Able to engage in technical interoperability discussions without an engineer in the room. • Familiarity with HIPAA and the product design considerations it requires: data minimization, audit trails, access controls, and PHI handling. • Technical fluency sufficient to evaluate AI capabilities critically, write clear functional specifications, and prototype concepts using no-code or AI-assisted tools. • Track record of shipping AI features at scale and iterating based on production data and user feedback. • Strong written communication; able to produce clear PRDs, executive summaries, and customer-facing feature descriptions. • Experience working with outsourced development partners, including delivery accountability and quality review. • Experience with healthcare contact center operations, patient access workflows, or clinical communication platforms. • Hands-on familiarity with conversational AI platforms, voice agent frameworks, or telephony product design. • Exposure to LLM evaluation practices, prompt engineering workflows, or AI product safety frameworks. • Experience in a growth-stage company where product practice is still being built, not just inherited. • Ability to prototype using tools such as Figma, Claude, Replit, or equivalent AI-assisted development environments.

🏖️ Benefícios

• Remote first work environment • Health, Dental, Vision, Life and Disability Insurance options available day one. • 401K - with match and immediately vested. • 17 company holidays, 2 floating holidays plus competitive paid time off policy • Internal Advancement Opportunities