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PerfectServe·USA·29 авг.
Director of Product Management - AI
от 15 000 $
≈ от 1,3 млн ₽
🌍 УдалённоLeadПолная занятость🌐 Глобал
Наша компания
What is PerfectServe? PerfectServe is a leading provider of clinical communication and physician scheduling solutions in the health IT space. The company was founded in 1997 and has grown steadily since then, with a notable jump after several major acquisitions were announced in 2019. PerfectServe now has 400+ employees, 30,000+ customers — spanning medical practices, hospitals, and health systems — and $100 million+ in annual revenue.
О роли
PerfectServe’s mission is to accelerate speed to care by optimizing provider schedules and routing communications — including messages, pages, calls, and alerts — to the right place at the right time in any care setting. By facilitating real-time information sharing, building better schedules, and automating important clinical workflows, we believe we can help our customers advance patient care an
Чем предстоит заниматься
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
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
Наши требования
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
Why This Role
You will own the product direction of one of PerfectServe’s highest-priority strategic platforms, with direct access to the CTO and the latitude to shape how AI is applied to real clinical and operational problems. This is not a role for someone who wants to manage a large backlog from a distance — it is for a product leader who wants to be close to the work, close to the customer, and deeply invested in getting AI right in a domain where quality genuinely matters. As the platform and team grow, this role has a clear path to VP of Product
Мы предлагаем
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
PerfectServe offers unified healthcare communication solutions to help physicians, nurses, and care team members provide exceptional patient care. PerfectServe’s cloud-based solutions enhance patient safety and reduce provider burnout by automating workflows, speeding time to treatment, optimizing shift schedules, empowering nurse mobility, and engaging patients in their own care
Дополнительно
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
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
We offer a base salary range starting at $180,000 USD per year, with compensation tailored to your background, strengths, and potential to grow within the team
The salary range listed for this role reflects our commitment to pay transparency and is based on market data, internal equity, and the scope of responsibilities. compensation will be determined by a combination of factors, including the candidate’s experience, skills, and the specific team or product area they support. We regularly review compensation across the company to ensure fairness and consistency. If you are a current employee and have questions about how your compensation aligns with our ranges, we encourage you to speak with your manager or People Operations
Технологии и навыки
PerfectServe
USA
ГрейдLead
ЗанятостьПолная занятость
РегионСША
ФорматУдалённо
ИсточникСкрыто
Опубликовано29 авг.
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