Join us as we work to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all.
Product Manager – Conversational Voice, Patient Experience
The Patient Experience sub-division is seeking an experienced Product Manager with deep telecom expertise to help the development and advancement of our conversational voice channel solutions. This role is perfect for someone who understands the complexities of inbound voice management and is passionate about modernizing the voice channel through intelligent automation, conversational AI, and innovative product strategies focused on delivering exceptional software-driven experiences.
The ideal candidate will:
Be a strategic-minded, data driven, product leader with proven experience.
Be a passionate product leader who can geek out on the details while seeing the forest through the trees.
Bring industry experience and expertise in CRM solutions.
Have experience defining 0 to 1 product.
Be the ultimate team player.
Job Responsibilities
Define the product vision and strategy for conversational voice experiences, aligning with broader organizational goals and telecom industry standards.
Prioritize the product roadmap based on business impact, technical feasibility, and user needs – gathering inputs from cross-functional teams including engineering, design, marketing, and product operations.
Translate problems into product requirements by deeply understanding user journeys, operational workflows, and constraints in voice-based interactions.
Set clear goals and success metrics for features and releases, using data to inform decisions and iterate quickly.
Partner closely with AI/ML teams to build voice experiences that are natural, efficient, and resolve users’ needs with minimal friction.
Collaborate with customers and sales teams to understand market needs and share solutions that deliver measurable outcomes.
Analyze performance data and customer feedback to optimize call flows, reduce operational costs, and improve the overall caller experience.
Evangelize the product vision internally and externally, building alignment and enthusiasm across teams and stakeholders.
Typical Qualifications
5+ years of product management experience, with a focus on telecom, call center platforms, or voice technologies.
Bachelor’s degree or equivalent combination of education, training, and experience is required
Deep understand of voice channels and telephony systems
Experience working with products like Twilio is a plus.
Proven ability to translate complex technical requirements into user-friendly, scalable solutions.
Comfortable navigating ambiguity, setting clear goals, and collaborating cross-functionality.
Experience with conversational AI, speech recognition, or voice bots is a strong plus.
Proven experience actively building one or more products, with a strong understanding of when and how to apply evaluation metrics – especially in AI and NLP contexts.
Demonstrated success at driving results in a fast-paced environment and managing simultaneously competing priorities
Excellent verbal and written communication skills
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