Product Manager, Client Experience
About The Position
Headlight is transforming mental healthcare by improving how people access care and how clinicians deliver it. We are committed to transparency, innovation, and leveraging data to enhance care delivery. Our mission is to improve lives, one session at a time. Our clinical team is highly skilled and principled, enjoying autonomy and institutional support to focus on patient outcomes and elevate industry standards. As the most trusted behavioral health partner in the Western U.S., we have established deep relationships that provide unparalleled access, interoperability, and first-priority referrals, leading to superior outcomes and cost savings. Our services combine personalized client engagement with advanced technology, emphasizing human connection and whole-person care to ensure no one falls through the cracks. This role is crucial in making every client touchpoint exceptional, from initial discovery to lasting progress. The Product Manager will not only own the client roadmap but also influence how clinical teams, operations, partnerships, and leadership understand and prioritize the client experience, ensuring the client perspective informs decisions at all organizational levels. This role will own all aspects of the client's engagement with Headlight, including onboarding, the Care Hub, self-service tools, AI-assisted care features, and CRM integrations. The ideal candidate is motivated by the idea that thoughtful product decisions can positively impact an individual's relationship with their mental healthcare.
Requirements
- 5+ years of product management experience with a strong UX and discovery orientation - you are comfortable going from zero to insight to shipped product.
- Experience building consumer-facing digital products, ideally in a high-stakes or regulated domain where the experience genuinely affects outcomes.
- Comfort prototyping and concepting interfaces using AI design tools.
- AI literacy applied to product decisions: you can evaluate tools, think critically about where AI adds real value for users, and make informed build vs. buy calls.
- A bias toward discovery - you talk to users before writing specs, not after, and you build that practice into the team around you.
- The ability to measure what matters: outcomes like - adherence, retention, session attendance, and evidence of progress through a care plan.
- Genuine passion for the mission and the client problem is non-negotiable.
Nice To Haves
- Experience in healthcare or behavioral health is a plus
Responsibilities
- Own the full client journey - from how a prospective client first encounters Headlight, through intake and onboarding, into active care, and across every touchpoint in between; ensuring the experience at each stage is intentional, warm, and designed to keep clients engaged.
- Position Headlight client portal as an engagement platform that gives clients a meaningful, personalized connection to their care at every phase: before sessions, between them, and as they make progress over time.
- Drive discovery as a core practice; talking to clients, understanding drop-off, diagnosing where and why engagement breaks down, and turning those insights into prioritized product decisions.
- Apply rigorous build vs. buy judgment on every initiative: know when a third-party engagement or care tool accelerates us, when it constrains us, and when building for differentiation is the right call.
- Own the partner experience; referral flows, partner sign-up, and the feedback loops that make our external partnerships work seamlessly for the clients they send us.
- Measure success across the full journey: conversion through intake, time to first session, session attendance, engagement between appointments, retention through a full course of care, and ultimately the clinical outcomes that reflect whether clients are getting better.
Benefits
- W2 role with competitive compensation
- Medical, Dental and Vision on the first of the month after employment
- Paid Vacation, Sick, and Holiday time
- Employee Assistance Program (EAP) provides confidential counseling services, resources, and support to help you navigate personal or professional challenges.
- 401(k) plan with company contribution
- Opportunity to work in a cutting-edge healthcare technology environment
- Professional development opportunities and training
- Collaborative and supportive work culture
- Impactful role contributing to the enhancement of patient care and healthcare processes
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
