The RoleGetting a patient onto a specialty therapy depends on answers that only payors and pharmacy benefit managers (PBMs) have: what's covered, what the patient will owe, and what approvals are needed. Payor Agents are the frontier Infinitus agents that interact with payors and PBMs to handle that administrative work, driving financial transparency, access, and affordability for specialty therapies. Depending on the situation, an agent may get the answer through a digital connection, an automated call, or a live conversation, and the product's job is to choose the fastest, most reliable route. Payor Agents are a core building block of the Infinitus AI Hub, our AI-first platform for patient support.
As the Product Lead for Payor Agents, you will own the product end to end: strategy, roadmap, and day-to-day execution. You will set direction for where it should go, and you'll also get deep into what is and isn't working today: why tasks fail, which payors and PBMs behave differently, and what fix will move the numbers. You will partner closely with the AI Hub Product Manager on Hub strategy and solutions, so payor capabilities improve the outcomes the Hub drives, such as speed to therapy, accuracy, and cost. You will also partner with AI Platform PMs to enhance the Infinitus platform to meet payor agent needs for customers. This is a highly cross functional role where you work across engineering, Data, Operations, Enablement, Customer Success, and Sales.
We're looking for someone who gets energy from both altitudes: someone who can write a clear vision for where this product is headed in three years, and who is just as happy digging through task-level data to find the root cause of a failure and then working with engineering to ship the fix.
What you'll own- Payor Agents product strategy and roadmap: where the product goes, how it improves with every interaction, and how it stays reliable as the payor and PBM landscape changes.
- The channel and fallback model: how the product decides the best way to get an answer in each situation (digital, automated, or live), when to switch, and when to bring in a human expert.
- Quality, reliability, and success rates: diagnosing why tasks succeed or fail by payor, PBM, customer, and reason, and prioritizing the changes with the biggest impact.
- Handling messy inputs: features and logic that help the product succeed even when customer data is incomplete or inaccurate, so customers can work with us with confidence.
- Integrations and data partnerships: which sources we build, buy, or partner for, and how we avoid over-reliance on any single one.
- Metrics and instrumentation: the success measures and dashboards that tie the product to patient and customer outcomes, such as success rate, turnaround time, accuracy, and cost.
- Customer delivery: pilots, go-lives, and ongoing customer engagement for Payor Agents, including making them repeatable and successful.
What you'll do- Dig into task-level data and customer feedback to find patterns, root causes, and opportunities, and turn them into a prioritized roadmap.
- Write clear specs, define requirements and acceptance criteria, and partner with engineering through delivery and launch.
- Design and refine the rules and logic that drive routing, fallback, and escalation, and measure their impact.
- Evaluate and onboard new data sources and partners when current ones aren't solving customer problems, and move quickly when it matters.
- Join 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 what customers need next and turn it into a roadmap, asking good questions rather than waiting to be told.
- Partner with operations and enablement to roll out new capabilities and keep pilots lean.
- Partner with the AI Hub PM on the Hub's strategy and solutions, and align executives and cross-functional teams around priorities.
- Keep requests and tickets organized and visible so teams can trust the process.
- Mentor teammates and help run the team's operating rhythm.
Preferred Qualifications- 5+ years of product management experience, including ownership of a product or product line and a record of both setting strategy and delivering results.
- Hands-on, detail-oriented approach: you're comfortable in data, tickets, specs, and customer calls, and you follow problems to the root cause.
- Experience in healthcare, ideally payor, pharmacy benefit, specialty pharma, or patient support workflows, with a clear view of where the system breaks down.
- Strong systems thinking: comfortable designing workflows where software, AI, and human operations are all part of the product.
- Fluency with data. You define the metrics, build or own the dashboards, and make decisions from evidence.
- Experience with integrations, data partnerships, or platform products.
- Ability to operate in a regulated, safety-first environment where accuracy and compliance are non-negotiable.
- Strong cross-functional and customer-facing skills, including working directly with customers on hard problems.
- A curious, accountable, startup mindset: comfortable with ambiguity and wearing several hats.
Why You'll Love It HerePlease Note: the following benefits are for salaried employees
- Hybrid work (SF office Mon/Tues/Thurs) + catered lunches (Bay Area Positions only)
- Competitive salary, equity, and 401(k)
- Wellness stipend & great benefits (medical, dental, vision)
- Generous PTO & parental leave
- Bi-annual offsites & a collaborative, mission-driven culture
What to Expect in the Interview Process- Apply & meet our recruiting team
- Virtual interviews to showcase your skills
- Final onsite loop to meet the team and get to know us better
- Chat with our CEO
Curious to Learn More?- Read our Blog to hear from Infinauts about what we're building
- Discover how our company values (CODES) guide us
- Follow our CEO, Ankit Jain, for industry updates
We're building AI agents that tackle healthcare's toughest problems and open new possibilities. Ready to join us? Let's talk!
