Staff Product Manager, Client
About The Position
Charlie Health is seeking a Staff Product Manager to lead its Client team and own the non-clinical experience for clients and their families, from reaching the company and scheduling care through support, between-session engagement, and aftercare. The role covers adolescents and adults, their families, and the internal teams that support them. The Product Manager will lead a pod of engineering, design, and AI-agent vendors across agentic client support and experiences; the communications platform; the care center and in-app experience, including engagement, skills building, and AI-powered support; and aftercare and alumni transitions. The role sets the roadmap, owns experience, efficiency, and product engagement outcomes, and helps define a tech-first, non-clinical client experience. It reports to Charlie Health’s Product Management team.
Requirements
- At least 6 years of product management experience, ideally on consumer-facing or digital health products.
- A track record of shipping AI/LLM-powered products, with hands-on comfort with agent design, evaluations, and vendor trade-offs.
- Experience building 0-to-1 products and defining new areas amid significant ambiguity.
- Ability to lead cross-functional teams and influence senior stakeholders beyond the direct pod.
- Strong analytical skills, including SQL or BI tools, and an outcome-driven approach to prioritization.
- Excellent written communication, including clear PRDs and strategy documents.
- Work authorization in the United States and native or bilingual English proficiency.
- Ability to work a hybrid schedule of 4 days per week in the NYC office and live within 75 minutes' commuting distance of the office.
Nice To Haves
- Experience with communications, support, or engagement platforms such as Twilio, Zendesk, CRM, or in-app messaging.
- Healthcare, behavioral health, or regulated-industry experience.
Responsibilities
- Own product strategy, roadmap, and outcomes for the non-clinical client experience, from intake through aftercare.
- Lead a cross-functional pod of engineering, design, and vendor partners, setting priorities and maintaining a high bar for shipped work.
- Partner with CX, Care Experience, Discharge/Care Navigation, Health Information Management, Clinical, and RCM leaders to identify friction and turn it into product solutions with measurable impact.
- Define and track success metrics, including client and parent NPS, care delivery cost per session, DAUs, percentage of work automated, and quality SLAs; use data and client feedback to guide trade-offs.
- Evaluate and manage AI and communications vendors, including build-versus-buy decisions, evaluations, and performance accountability.
Benefits
- Comprehensive benefits for all full-time, exempt employees.
- The position may include stock options and other Charlie Health-sponsored benefits, depending on the position.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
