Director, Product Management - Service Experience

athenahealth•Boston, MA

1d•$166,000 - $282,000•Hybrid

About The Position

You will lead the product strategy and roadmap for the Service Experience zone, the team building the AI agents and experiences that support our Customer Success organization. You will be responsible for building out first-of-a-kind AI-enabled workflows across onboarding, go-live, training, activation, coaching, and issue resolution. These tools support both athenahealth Customer Success teams and direct customer-facing workflows, with the goal of improving speed, quality, and satisfaction across the customer journey. You will direct the work of several engineering teams, partnering with the Engineering Manager and Experience Design leaders who make up the zone leadership team, and you will oversee and grow the product management team as the work scales. You will work with Customer Success, Information Technology, and commercial teams to decide what gets built and what comes first. Creating a close relationship and collabroation model with customers is essential. You will engage with them often, put working solutions in their hands early, and iterate quickly on what you learn. This role reports to the Vice President of Product Management, Data and Ecosystem Platform, and is a hybrid role based in Boston, MA. athenahealth operates one of the connected networks in healthcare, working with more than 160,000 providers and 117 million patients. Our mission is to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. The Service Experience zone is a new product development team, and its job is the AI enablement of the Customer Success journey: the part of the mission customers feel most directly when they are getting onboarded, getting trained, going live, and getting help optimizing thier use of athenaOne.

Requirements

Bachelor's degree required; a degree in Computer Science, Business, Product Design, or a related field preferred.
10+ years of product management experience, including products built and delivered in an agile environment.
Experience in healthcare or health IT required.
Experience with SaaS, data-driven, and AI- or LLM-enabled products, with enough hands-on fluency with AI tools to judge what is feasible and prototype your own thinking.
Track record of influencing across a matrix and getting to decisions with partners who do not report to you.
Excellent written and verbal communication skills, and the analytical judgment to make decisions from incomplete information.
Ability to travel 20-30% annually for client site visits, conferences, trade shows, sales and marketing events, and trainings.

Nice To Haves

Experience leading teams and managing direct reports preferred.
Preferred: experience standing up a new product area or team; experience shipping AI or agentic products where trust, human oversight, and the limits of agent autonomy were explicit product decisions.

Responsibilities

Lead the product vision, roadmap, and long-term strategy for the Service Experience zone, sequencing work across the AI agents our Customer Success teams use and the shared capabilities that support them.
Stay close to customers, getting in front of them regularly to understand their experience firsthand, putting working solutions in their hands early, and iterating quickly on what you learn.
Drive customer research in partnership with the Experience Design team, using generative research to find unmet needs and evaluative research to test whether solutions work before we scale them.
Ground roadmap and investment decisions in research evidence alongside usage data and market signals.
Define product boundaries, trade-offs, and prioritization decisions that align with business goals and customer needs, including clear decisions about what to defer and why.
Evaluate product optimization opportunities and support resolution of product-related client and prospect escalations.
Collaborate with cross-functional leaders to align on success measures such as growth, customer satisfaction, cost to serve, and product performance.
Own product launch decisions, including evaluation of alpha and beta feedback, the boundaries of what an agent does on its own versus with human approval, and readiness for release.
Establish how we measure whether an agent is actually working, covering task success, answer quality, handoff rates, and cost, and use that evidence to decide when an agent has earned more autonomy or needs to be pulled back.
Make sure context follows the customer across the journey so they are not repeating themselves when an agent hands off to a person or to another agent.
Work with Engineering, Design, and other scrum team members to support agile delivery and manage release execution.
Oversee build-versus-buy decisions, and other key business decisions for the portfolio, including where to build on existing enterprise platforms rather than create something new.
Integrate AI tools and practices into product planning, customer insight gathering, and roadmap analysis to improve decision quality and team productivity.
Hire, lead, and develop a team of Product Managers through coaching, delegation, feedback, and performance management as the team grows.
Maintain and update product and service descriptions as offerings change.
Provide input to Product Marketing to support customer-facing and prospect-facing messaging.
Create opportunities for knowledge sharing across Product Management, Sales, Account Management, Service, and other partners.
Support workforce planning and staffing decisions across multiple geographies.
Improve team processes, policies, and working practices to increase efficiency and consistency.
Foster learning around market trends, product management practices, and product planning approaches.
Represent the customer perspective in end-to-end journey discussions and touchpoint reviews.