Product Manager - Patient Experience

About Conduit Health

Conduit Health is transforming one of the most outdated corners of post-acute care—getting essential medical equipment and supplies into patients' homes. We're the first vertically integrated, AI-powered platform to unite ordering, telehealth, prescriptions, insurance, and fulfillment into one seamless experience. In seconds, case managers and providers can say "yes" to patients who would otherwise wait weeks — while we handle every step behind the scenes.

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 and is comfortable bridging business problems with technical solutions.

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 and technically fluent: you build, prototype, and debug with AI, can speak the language of engineers, and are comfortable reasoning through potential technical solutions and tradeoffs.

• You bring a strong technical foundation — whether through a degree in computer science or engineering, previous experience as a software engineer, or deep hands-on experience working with technical teams.

• 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.