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.

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

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.