Product Manager, Payor Agents

Infinitus Systems•San Francisco, CA

3d•Hybrid

About The Position

Infinitus is hiring a Product Lead for Payor Agents, a core building block of its AI-first platform for patient support. Payor Agents interact with payors and pharmacy benefit managers (PBMs) to obtain information about specialty therapy coverage, patient costs, and required approvals. They use digital connections, automated calls, or live conversations, selecting the fastest and most reliable route for each situation. The Product Manager will own the product end to end, including strategy, roadmap, and day-to-day execution. The role involves diagnosing task failures, understanding differences among payors and PBMs, and working with engineering to prioritize and deliver improvements. The Product Manager will collaborate with the AI Hub Product Manager on Hub strategy and solutions, partner with AI Platform PMs to address customer needs, and work across engineering, Data, Operations, Enablement, Customer Success, and Sales. This position balances long-term product vision with hands-on analysis and execution. It includes establishing success measures tied to patient and customer outcomes, improving reliability and accuracy, supporting customer pilots and launches, and aligning cross-functional teams around priorities.

Requirements

5+ years of product management experience, including ownership of a product or product line and a record of setting strategy and delivering results.
A hands-on, detail-oriented approach, with comfort working in data, tickets, specifications, and customer calls and tracing problems to their root causes.
Strong systems thinking and comfort designing workflows that combine software, AI, and human operations.
Fluency with data, including defining metrics, building or owning dashboards, and making evidence-based decisions.
Experience with integrations, data partnerships, or platform products.
Ability to work in a regulated, safety-first environment where accuracy and compliance are essential.
Strong cross-functional and customer-facing skills, including direct work with customers on difficult problems.
A curious, accountable, startup mindset and comfort with ambiguity and wearing several hats.
Authorization to work in the United States without employer sponsorship.

Nice To Haves

Healthcare experience, ideally involving payors, pharmacy benefits, specialty pharmaceuticals, or patient support workflows, and understanding of where the system breaks down.

Responsibilities

Own the Payor Agents product strategy and roadmap, including how it improves through interactions and adapts to changes in the payor and PBM landscape.
Define the channel and fallback model for selecting digital, automated, or live routes, including when to switch channels or escalate to a human expert.
Diagnose task success and failure by payor, PBM, customer, and reason, and prioritize improvements with the greatest impact.
Develop features and logic that help the product handle incomplete or inaccurate customer data.
Evaluate integration and data partnership options, including which sources to build, buy, or partner for.
Define success measures and dashboards connecting product performance to patient and customer outcomes, including success rate, turnaround time, accuracy, and cost.
Support customer pilots, go-lives, and ongoing customer engagement, making delivery repeatable and successful.
Analyze task-level data and customer feedback to identify patterns, root causes, and opportunities, and convert findings into a prioritized roadmap.
Write product specifications, define requirements and acceptance criteria, and partner with engineering through delivery and launch.
Design and refine routing, fallback, and escalation rules and logic, and measure their impact.
Evaluate and onboard new data sources and partners when existing sources do not solve customer problems.
Participate in customer and prospect calls before and after the sale to diagnose problems, set expectations, and build trust.
Work with Sales and Customer Success to understand customer needs and translate them into roadmap priorities.
Partner with Operations and Enablement to roll out capabilities and keep pilots lean.
Partner with the AI Hub Product Manager on Hub strategy and solutions, and align executives and cross-functional teams around priorities.
Keep requests and tickets organized and visible.
Mentor teammates and help run the team's operating rhythm.

Benefits

Hybrid work; San Francisco office days are Monday, Tuesday, and Thursday (Bay Area positions only).
Catered lunches (Bay Area positions only).
Competitive salary and equity.
401(k).
Wellness stipend.
Medical, dental, and vision benefits.
Generous paid time off.
Parental leave.
Bi-annual offsites.
Collaborative, mission-driven culture.