Product Manager - Patient Experience

ABOUT CONDUIT HEALTH We're rebuilding how post-acute care gets done in America — AI-powered, vertically integrated, and relentlessly focused on getting patients what they need without the bureaucratic nightmare. $22M+ raised, scaling fast, and what we build in the next 12 months will touch hundreds of thousands of patients.   THE ROLE This is not a supporting role. You'll own the patient experience end-to-end — the ongoing telehealth relationship, the DME order journey, and every lifecycle touchpoint — with one job: keep patients engaged and drive LTV and retention. A big part of that is AI. Our SMS and Voice AI systems increasingly are the patient experience, and you'll own their quality — deciding where AI runs the interaction, where it assists a human, and where a human takes over, then proving it works through disciplined evaluation. You'll work across Patient Experience, Growth Marketing, and Clinical Operations with real autonomy and a high bar. We want someone who reaches for AI before reaching for headcount and is comfortable bridging business problems with technical solutions.   WHAT YOU'LL OWN - Retention & LTV — own the metrics and the roadmap that move them. - The end-to-end patient experience — ongoing telehealth, the DME order journey, and lifecycle comms, treated as one system, not a set of screens. - AI-powered support — decide where AI handles patient interactions end-to-end, where it assists a human, and where a human stays in the loop. - LLM evaluation & quality — define what “good” looks like for our SMS and Voice AI, build eval sets from real conversations, catch regressions before they ship, and monitor safety in production. - Experiment velocity — a prioritized backlog of retention experiments and enhancements, shipped and learned from fast. - Metrics — define what “working” means for both retention and AI quality, and prove it.   WHO YOU ARE - 4+ years in product — with meaningful time owning retention, lifecycle, or growth in a D2C product. - AI-native and technically fluent: you build, prototype, and debug with AI, can speak the language of engineers, and are comfortable reasoning through potential technical solutions and tradeoffs. - You bring a strong technical foundation — whether through a degree in computer science or engineering, previous experience as a software engineer, or deep hands-on experience working with technical teams. - You think in cohorts and behavioral data — and you know when the data is lying to you. - You've evaluated or managed the quality of LLM/AI systems — rubrics, eval sets, regressions, safety — or you're hungry to own it. - Comfortable with high ownership and minimal guardrails — you don't wait to be told what to prioritize. - High-trust judgment — you care about clarity, trust, and safety in a healthcare context. - Bonus: healthtech, fintech, or regulated industries; lifecycle marketing exposure.   THE DETAILS - Competitive salary + meaningful equity - Hybrid, Union Square NYC (3 days/week) - Unlimited PTO + 9 company holidays - Full benefits Equal Opportunity Conduit Health is an equal-opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees. Location: New York City | Type: Full time | Hybrid | Department: Product | Salary: $170K–$200K. We are willing to go above this range for exceptional candidates with specialized expertise whose background exceeds the requirements.