The RoleThis 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.
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: you build, prototype, and debug with AI, and you're skeptical of any process that doesn't.
- 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
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.
