Manager, Product Management - AI Concierge, Service Experience

athenahealth • Boston, MA

16d • $121,000 - $207,000 • Hybrid

About The Position

This role owns the product direction for the AI Concierge, which serves as the primary interface for customers seeking assistance with onboarding, going live, and optimizing their use of athenaOne. The position involves defining the AI Concierge's responsibilities, including self-service capabilities, routing to other AI agents, and human intervention. The Product Manager will collaborate closely with engineering and architecture to understand system behavior and translate this into actionable requirements. Customer engagement is crucial, involving frequent interaction, early deployment of solutions, and rapid iteration based on feedback. The role reports to the Director of Product Management, Service Experience, and is a hybrid position based in Boston, MA.

Requirements

• Bachelor's degree in Computer Science, Information Systems, Engineering, or Business, or equivalent practical experience.
• 5–10 years of experience in product management, technical product management, business analysis, or software delivery, working in an agile environment.
• Experience in healthcare or health IT required.
• Experience working closely with engineers and architects on system-level problems, with the ability to reason about integration dependencies, data movement, and how things fail.
• A track record of turning ambiguous problems into plans a team can execute, including the discipline to write acceptance criteria and say what is out of scope.
• Experience with AI or LLM-enabled products, conversational or agentic experiences, or customer onboarding and implementation workflows, with enough hands-on fluency with AI tools to judge what is feasible and to design around what these models cannot reliably do.
• Strong communication skills, and the analytical judgment to investigate a problem across several systems and teams and come back with a recommendation.
• Ability to travel up to 10-15% annually for client site visits, conferences, and trainings.

Nice To Haves

• Experience taking inherited or vendor-built work to a first customer release.
• Experience defining where an AI agent acts on its own and where a person approves.
• Familiarity with EHR data migration or practice configuration.

Responsibilities

• Own the product direction for the AI Concierge and the agentic onboarding experiences behind it, in partnership with the Director of Product Management.
• Define what the Concierge handles on its own, what it routes to another agent, and when it brings in a person, and design the handoff so the customer is not repeating themselves.
• Decide what the Concierge needs to know and remember about a customer to be useful, and what context travels with a request when it moves to another agent or to a person.
• Define how the Concierge behaves when it is unsure or wrong, covering when it should decline to answer, how it stays grounded in verified information, and how a customer recovers from a bad answer without losing trust.
• 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.
• Partner with the Experience Design team on customer research, using it to find unmet needs and to test whether what we built actually works before we scale it.
• Develop a deep understanding of onboarding and go-live workflows, system interactions, integration points, and operational dependencies across athenaOne and our enterprise platforms.
• Partner with engineering and architecture to define problems, weigh solution options, identify constraints, and guide scope and sequencing.
• Turn customer, operational, regulatory, and business needs into clear requirements, acceptance criteria, and measurable outcomes.
• Establish how we measure whether the Concierge is working, covering task success, answer quality, handoff rates, and cost, and use that evidence to decide what to fix and what to expand.
• Prioritize work based on customer impact, technical feasibility, effort, risk, and business value.
• Coordinate dependencies across teams and keep delivery risks, technical decisions, and release readiness visible.
• Use AI tools to accelerate research, analysis, documentation, and planning, applying your own judgment to validate what they produce.
• Support iterative delivery through discovery, backlog refinement, sprint planning, and ongoing clarification.
• Communicate product recommendations, tradeoffs, sequencing rationale, and release status to technical and nontechnical audiences.
• Partner with go-to-market, implementation, support, and customer-facing teams on feature readiness and adoption.
• Lead customer discussions, user groups, and industry events to strengthen market and workflow understanding.
• Maintain system compliance by monitoring applicable government, regulatory, and standards requirements and translating them into roadmap and feature deliverables.
• Maintain product artifacts, decision records, requirements, and delivery context in Jira and Confluence.

Benefits

• Health and financial benefits
• Commuter support
• Employee assistance programs
• Tuition assistance
• Employee resource groups
• Collaborative workspaces
• Flexibility for work-life balance
• Sponsorship of events throughout the year, including book clubs, external speakers, and hackathons.
• Company culture based on learning
• Support of an engaged team
• Inclusive environment where all employees are valued

What This Job Offers

• Job Type: Full-time
• Career Level: Manager