Director of Product Management - US Remote

PerfectServe is hiring a Director of Product Management to own the product vision, strategy, and lifecycle of its AI-native answering service platform. The role reports to the Sr Director of Product Management and sits between healthcare operations teams, engineering, and executive leadership. It is a US remote position with a salary of USD 180,000 per year.

What you will do

• Define and own the product strategy for the AI answering service, including near-term delivery commitments and a longer-horizon vision for how AI evolves across the portfolio.
• Translate business objectives and clinical workflows into a prioritized product roadmap, and maintain it as a living document that reflects new information.
• Partner with the CTO and Director of Software Engineering to align roadmap sequencing with technical capacity, architecture constraints, and infrastructure investments.
• Make and communicate clear product tradeoff decisions: what is in scope, what is deferred, and why.
• Lead ongoing customer discovery: interviews, site visits (virtual or in-person), and workflow observation sessions with clinical and administrative end users.
• Define user personas and jobs-to-be-done for clinical staff, contact center agents, patients, and healthcare administrators.
• Use modern AI tools to generate prototypes and wireframes, run rapid concept tests, and explore technical feasibility before committing engineering resources.
• Design and run structured product experiments such as A/B tests, pilot programs, and shadow deployments to validate hypotheses before broad rollout.
• Define acceptance criteria and success metrics for every feature, including AI-specific measures such as containment rate, deflection accuracy, latency, and user-perceived quality.
• Evaluate emerging AI capabilities (new LLMs, voice models, orchestration frameworks) and recommend adoption based on product value and technical fit.
• Apply working knowledge of HL7, FHIR, and API integration patterns to shape AI feature design and integration requirements.
• Manage product-level compliance and safety considerations including HIPAA, minimum necessary data principles, and appropriate use of AI in clinical decision-adjacent contexts.
• Own the relationship between product requirements and engineering delivery, writing precise, well-scoped specifications.
• Serve as the product accountability owner for the outsourced development partner, reviewing deliverables against acceptance criteria and escalating quality issues.
• Collaborate with Marketing and Customer Success on go-to-market sequencing for new AI features, including packaging, positioning, and customer communication.
• Define the measurement framework for AI product performance: establish baselines, set targets, and drive quarterly reviews with engineering and executive leadership.
• Use real-world call outcomes, error logs, and user feedback to improve AI model performance and product design.
• Identify and act on leading indicators of customer churn or dissatisfaction related to AI feature quality.
• Initially operate as an individual contributor; build out a product and design team as the platform and organization scale.
• Establish PM practices and norms that support AI-native development: lightweight documentation, fast feedback loops, and outcome-oriented delivery measurement.
• Mentor and develop junior product team members as the function grows.

What they are looking for

• 8+ years of product management experience, with at least 3 years owning AI, NLP, or conversational AI products in production.
• Demonstrated ability to lead customer discovery in complex B2B environments; experience interviewing clinical or operational end users is a strong differentiator.
• Working knowledge of healthcare interoperability standards: HL7 v2, FHIR, and API integration patterns. Able to engage in technical interoperability discussions without an engineer in the room.
• Familiarity with HIPAA and the product design considerations it requires: data minimization, audit trails, access controls, and PHI handling.
• Technical fluency sufficient to evaluate AI capabilities critically and engage with engineering architecture.

About PerfectServe

PerfectServe provides clinical communication and physician scheduling solutions in the health IT space. The company was founded in 1997 and has grown steadily since, with a notable jump after several major acquisitions were announced in 2019. PerfectServe now has 400+ employees, 30,000+ customers spanning medical practices, hospitals, and health systems, and $100 million+ in annual revenue.

Its mission is to accelerate speed to care by optimizing provider schedules and routing communications — messages, pages, calls, and alerts — to the right place at the right time in any care setting. In 2026, PerfectServe was named highest in execution and furthest in vision in the Gartner Magic Quadrant for Clinical Communication and Collaboration. It also received two Best in KLAS awards in 2026, one for physician scheduling and another for ambulatory clinical communications, making 11 Best in KLAS awards over the past 9 years.

Pay and location

This is a US remote role. The salary is USD 180,000 per year.