Director, Product Management - Service Experience

Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Position Summary

You will lead the product strategy and roadmap for the Service Experience zone, the team building the AI agents and experiences that support our Customer Success organization. You will be responsible for building out first-of-a-kind AI-enabled workflows across onboarding, go-live, training, activation, coaching, and issue resolution. These tools support both athenahealth Customer Success teams and direct customer-facing workflows, with the goal of improving speed, quality, and satisfaction across the customer journey. You will direct the work of several engineering teams, partnering with the Engineering Manager and Experience Design leaders who make up the zone leadership team, and you will oversee and grow the product management team as the work scales. You will work with Customer Success, Information Technology, and commercial teams to decide what gets built and what comes first. Creating a close relationship and collaboration model with customers is essential. You will engage with them often, put working solutions in their hands early, and iterate quickly on what you learn. This role reports to the Vice President of Product Management, Data and Ecosystem Platform, and is a hybrid role based in Boston, MA.

About the Team

athenahealth operates one of the largest connected networks in healthcare, working with more than 160,000 providers and 117 million patients. Our mission is to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. The Service Experience zone is a new product development team, and its job is the AI enablement of the Customer Success journey: the part of the mission customers feel most directly when they are getting onboarded, getting trained, going live, and getting help optimizing their use of athenaOne.

Essential Job Responsibilities

• Lead the product vision, roadmap, and long-term strategy for the Service Experience zone, sequencing work across the AI agents our Customer Success teams use and the shared capabilities that support them.
• Stay close to customers, getting in front of them regularly to understand their experience firsthand, putting working solutions in their hands early, and iterating quickly on what you learn.
• Drive customer research in partnership with the Experience Design team, using generative research to find unmet needs and evaluative research to test whether solutions work before we scale them.
• Ground roadmap and investment decisions in research evidence alongside usage data and market signals.
• Define product boundaries, trade-offs, and prioritization decisions that align with business goals and customer needs, including clear decisions about what to defer and why.
• Evaluate product optimization opportunities and support resolution of product-related client and prospect escalations.
• Collaborate with cross-functional leaders to align on success measures such as growth, customer satisfaction, cost to serve, and product performance.
• Own product launch decisions, including evaluation of alpha and beta feedback, the boundaries of what an agent does on its own versus with human approval, and readiness for release.
• Establish how we measure whether an agent is actually working, covering task success, answer quality, handoff rates, and cost, and use that evidence to decide when an agent has earned more autonomy or needs to be pulled back.
• Make sure context follows the customer across the journey so they are not repeating themselves when an agent hands off to a person or to another agent.
• Work with Engineering, Design, and other scrum team members to support agile delivery and manage release execution.
• Oversee build-versus-buy decisions, and other key business decisions for the portfolio, including where to build on existing enterprise platforms rather than create something new.
• Integrate AI tools and practices into product planning, customer insight gathering, and roadmap analysis to improve decision quality and team productivity.
• Hire, lead, and develop a team of Product Managers through coaching, delegation, feedback, and performance management as the team grows.

Additional Job Responsibilities

• Maintain and update product and service descriptions as offerings change.
• Provide input to Product Marketing to support customer-facing and prospect-facing messaging.
• Create opportunities for knowledge sharing across Product Management, Sales, Account Management, Service, and other partners.
• Support workforce planning and staffing decisions across multiple geographies.
• Improve team processes, policies, and working practices to increase efficiency and consistency.
• Foster learning around market trends, product management practices, and product planning approaches.
• Represent the customer perspective in end-to-end journey discussions and touchpoint reviews.

Expected Education & Experience

• Bachelor's degree required; a degree in Computer Science, Business, Product Design, or a related field preferred.
• 10+ years of product management experience, including products built and delivered in an agile environment.
• Experience in healthcare or health IT required.
• Experience with SaaS, data-driven, and AI- or LLM-enabled products, with enough hands-on fluency with AI tools to judge what is feasible and prototype your own thinking.
• Track record of influencing across a matrix and getting to decisions with partners who do not report to you.
• Excellent written and verbal communication skills, and the analytical judgment to make decisions from incomplete information.
• Experience leading teams and managing direct reports preferred.
• Preferred: experience standing up a new product area or team; experience shipping AI or agentic products where trust, human oversight, and the limits of agent autonomy were explicit product decisions.
• Ability to travel 20-30% annually for client site visits, conferences, trade shows, sales and marketing events, and trainings.

Expected Compensation

$166,000 - $282,000

The base salary range shown reflects the full range for this role from minimum to maximum. At athenahealth, base pay depends on multiple factors, including job-related experience, relevant knowledge and skills, how your qualifications compare to others in similar roles, and geographical market rates.  Base pay is only one part of our competitive Total Rewards package - depending on role eligibility, we offer both short and long-term incentives by way of an annual discretionary bonus plan, variable compensation plan, and equity plans.

About athenahealth

Our vision: In an industry that becomes more complex by the day, we stand for simplicity. We offer IT solutions and expert services that eliminate the daily hurdles preventing healthcare providers from focusing entirely on their patients — powered by our vision to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.

Our company culture: Our talented  employees — or athenistas, as we call ourselves — spark the innovation and passion needed to accomplish our vision. We are a diverse group of dreamers and do-ers with unique knowledge, expertise, backgrounds, and perspectives. We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count. Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way. That's one reason we prioritize diversity, equity, and inclusion in every aspect of our business, from attracting and sustaining a diverse workforce to maintaining an inclusive environment for athenistas, our partners, customers and the communities where we work and serve.

What we can do for you:

Along with health and financial benefits, athenistas enjoy perks specific to each location, including commuter support, employee assistance programs, tuition assistance, employee resource groups, and collaborative  workspaces  — some offices even welcome dogs.

We also encourage a better work-life balance for athenistas with our flexibility. While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time. With consistent communication and digital collaboration tools, athenahealth enables employees to find a balance that feels fulfilling and productive for each individual situation.

In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons. We provide athenistas with a company culture based on learning, the support of an engaged team, and an inclusive environment where all employees are valued. 

Learn more about our culture and benefits here: athenahealth.com/careers  

https://www.athenahealth.com/careers/equal-opportunity