Sr. Technical Product Manager - Data & Applied AI (Patient Experience & Commercial Operations)

Role Overview

We are seeking a Sr. Technical Product Manager to lead the strategy and execution of data product, AI/ML system, AI-powered tooling, and automation initiatives across Patient Experience and Commercial Operations functions. This role is focused on improving how patients navigate testing and billing while enabling operational teams to efficiently progress cases from order to completion. You will play a crucial part in supporting initiatives to reduce friction, improve patient trust, and increase operational efficiency, ultimately driving better conversion, collections, and experience.

This role focuses on building, scaling, and leveraging platforms and products that power decision intelligence and activity orchestration across these domains. You will work in close collaboration with domain leaders while building through centralized Data & AI organization platforms, standards, and governance. You will own the full product lifecycle from discovery through production, ensuring solutions are adopted, trusted, and deliver measurable business impact. In doing so, you will work hands-on as an empowered builder of AI and software solutions to improve workflow efficiency, productivity, and quality for the teams you support.

This is a technical product role requiring fluency in data systems, modern data platforms, ML, and AI implementation patterns (and the ability and drive to build with them directly), combined with strong experience and stakeholder intuition across the associated functions. The role has direct ownership of high-impact initiatives that deeply influence organizational success.

What You’ll Do

Strategy & Roadmap

• Define and own the Data & AI product strategy and roadmap for the Patient Experience + Commercial Operations pod by deeply partnering with business leaders to proactively identify high-impact opportunities, shape problem definitions, and drive aligned priorities
• Translate ambiguous business problems (e.g., stuck cases, fragmented patient communication, support inefficiencies, billing friction) into clear product direction and measurable outcomes
• Own the line between 'what the business needs' and 'what gets built' end-to-end

Discovery, Experimentation, & Requirements

• Develop deep context on the domain so you can proactively propose solutions rather than field requests
• Be hands-on with data: query datasets, review schemas, and validate assumptions through analysis
• Lead end-to-end product discovery with interviews, workflow mapping, data assessments, ROI modeling, etc.
• Define clear product requirements (PRDs, user stories, acceptance criteria) and success metrics
• Design and run experiments to validate product performance and measure causal impact
• Establish leading indicators and KPIs for proactive product and process health assessments

Delivery, Data, & ML Lifecycle

• Partner with data and AI/ML engineering resources to deliver scalable products and capabilities
• Guide development of robust data pipelines and unified data models (360° views across key entities)
• Own the end-to-end ML lifecycle: feature definition, evaluation, deployment, monitoring, drift detection, and retraining
• Ensure training–serving consistency, model versioning, and clear deployment decision gates
• Establish strong observability across data pipelines and models (data quality, latency, reliability, cost)

AI Productization & Hands-On Building

• Define and implement AI product patterns, including agentic workflows and tool/function-calling integrations
• Build process automations and internal tools that improve workflow efficiency, productivity, and output quality for the teams you support
• Establish evaluation frameworks for LLM-powered features (faithfulness, relevance, safety, cost, latency)
• Implement prompt strategies, guardrails, and continuous evaluation pipelines

Governance, Compliance, & Data Quality

• Ensure products meet regulatory and compliance requirements
• Champion data quality, lineage, and reliability through data contracts and observability standards
• Maintain strong documentation practices (e.g., model cards, dataset documentation, audit trails)
• Partner with governance teams (Security, Legal, Compliance, AI Governance) to operationalize AI responsibly

Adoption, Change Management, & Impact

• Launch products with supporting enablement activities to ensure solutions are embedded in workflows with confidence
• Partner with stakeholders to integrate products into proactive, day-to-day decision-making
• Monitor product usage, performance, and business outcomes to iterate based on data and feedback
• Quantify and communicate impact (e.g., revenue lift, cost reduction, cycle time improvements, case completion turnaround)
• Influence Patient Experience and Commercial Operations stakeholders through delivery, not authority

Qualifications

Required

• 7+ years of relevant experience (e.g., product management, applied AI/ML engineering, technical founder, forward-deployed engineering), including 3+ years building data products, AI/ML systems, or related platforms
• Demonstrated domain fluency in Patient Experience and/or Commercial Operations
• Strong understanding of patient journeys, support channels (e.g., chat, voice, call centers), and operational workflows that drive conversion and test completion
• Familiarity with key domain-relevant tooling (e.g., patient portals, support platforms) and associated data
• Strong technical capability (e.g., comfortable scripting, performing EDA, with AI-aided application development)
• Hands-on experience shipping LLM-powered features or automations (e.g., prompting, RAG, tool/function calling, agentic orchestration, evals)
• ML/MLOps literacy (evaluation metrics, experimentation, feature stores, CI/CD, monitoring, drift)
• Familiarity with modern data stacks (e.g., Snowflake, dbt, AWS/SageMaker, Airflow/Dagster)
• Strong stakeholder leadership and communication skills, with the ability to work across technical and business teams
• Experience working in regulated environments (e.g., healthcare, life sciences, fintech)

Preferred

• Experience in healthcare, diagnostics, life sciences, and/or digital health
• Familiarity with healthcare data domains and systems, including patient, provider, payer, claims, billing, and clinical trial data
• Experience with vendor evaluation, platform selection, or external AI tooling ecosystems
• Advanced degree in a technical and/or business discipline

What Success Looks Like

• Production-grade data and AI products are deployed and embedded in day-to-day decision-making workflows
• Process automations and internal tools you build are reducing manual effort and improving output quality across the teams you support
• Measurable improvements seen in key business metrics (e.g., case completion turnaround time, patient satisfaction, cost-to-serve)
• Reliable, high-quality data foundations connect patient, provider, clinical, operational, and billing/financial insights end-to-end
• AI systems are continuously monitored, evaluated, and improved with measurable business impact
• Stakeholders trust and adopt implemented solutions across both corporate and business-unit teams
• Internal teams have transparent access to the function's roadmap, trust in delivery against it, and visibility into the evaluation logic that prioritizes initiatives based on their impact to organizational goals