The OpportunityToday, hearing care practices lose valuable time and revenue to manual paperwork, phone tag, and disconnected point solutions. As Senior Product Manager for Patient Experience, you will lead the multi-year vision to replace these fragmented touchpoints with a unified, modern patient journey.
You will manage a portfolio spanning six interconnected product areas:
- Intake & Onboarding: Pre-arrival digital forms, tablet/kiosk check-in, OCR/speech data capture, and e-signatures.
- Patient Communications: Bi-directional SMS, email, and voice messaging.
- Patient Portal: Self-service scheduling, payments, clinical documents, and intake forms.
- Reviews & Surveys: Automated NPS surveys, feedback collection, and online reputation management.
- Marketing Automation & Growth: Patient segmentation, acquisition campaigns, and lead nurturing.
- Recalls & Retention: Automated recall cadences for annual hearing exams, device warranties, and follow-up care.
You will leverage cutting-edge agentic AI workflows to accelerate research, product requirements, and prototyping while partnering across multiple squads to ship high-impact software.
What You'll Do- Vision & Portfolio Strategy: Define the roadmap across all six areas, aligning trade-offs, build/buy/partner evaluations, and cross-squad delivery to business and customer outcomes.
- Clinical Workflow Research: Conduct on-site and remote clinic research with front-desk staff, audiologists, and patients (primarily older adults) to eliminate paper and reduce drop-off.
- EHR Integration & Data Integrity: Ensure patient data captured across intake, portal, and messaging syncs seamlessly into core EMR and scheduling systems without redundant staff entry.
- Compliance & Accessibility by Design: Maintain rigorous compliance with US and Canadian privacy, messaging, and accessibility frameworks (HIPAA, PIPEDA, TCPA, CASL, and WCAG 2.1 AA).
- AI-Augmented Craft: Embed AI tools into your daily workflow to rapidly model user journeys, draft BDD acceptance criteria, and prototype interfaces.
Qualifications- Experience: 7+ years in software product management, with 3+ years in healthcare SaaS, EMR/EHR platforms, patient access, or digital front-door technology.
- Portfolio Ownership: Proven success leading multi-domain products across multiple engineering teams and delivering clear ROI (check-in speed, no-show reduction, recall rates).
- Cross-Border Regulatory Fluency: Hands-on understanding of healthcare privacy, patient messaging compliance, and electronic signature regulations in the US and Canada.
- User-Centric Design: Experience delivering accessible, hardware-agnostic web and mobile interfaces for senior demographics.
- Agentic AI Proficiency: Hands-on experience using modern AI tools to accelerate product discovery, specifications, and rapid prototyping.
- Education: Bachelor's degree in Healthcare Administration, Computer Science, Information Systems, Business, or a related field (or equivalent practical experience).
Preferred Qualifications- Background working with patient comms/engagement, scheduling, or reputation platforms (e.g., ReviewWave/Aloha, Updox, Weave, Podium, Twilio).
- Practical exposure to voice AI, clinical NLP, or OCR data extraction.
- Experience shipping products into both US and Canadian healthcare markets.
- Domain knowledge in audiology, hearing health, dental, optometry, or related ambulatory specialties
Benefits- Healthcare: 100% employer-paid employee-only premium.
- Time Off: 14 paid holidays, 12 vacation days, 4 personal days, and 6 sick days.
- RRSP: Up to 4% matching on contributions of 5% or more.
- Perks: $50/month internet stipend, $50/month transit (Vancouver), and tuition reimbursement.
- How to Apply
To apply, please submit your resume. If you're going to submit a cover letter please focus on how your previous experience relates to this role and why you would be a good fit.
Submission Requirement: You must include a link to your LinkedIn profile both within your resume document and in the designated application field.
