Responsibilities

The Senior Product Manager will lead Equip’s strategic execution for patient-facing AI across the care journey, building experiences that make it easier for families to get help and for our teams to deliver it. This role will define how Equip uses AI to connect with everyone we serve, from families exploring care to patients in treatment, referring providers, and the internal teams who support them. This includes omnichannel AI agents (chat, voice, SMS, and in-app) and automated workflows across intake and eligibility, scheduling, benefits and billing, care-team message triage, and handoffs to our operations teams. Working across Growth, Product, Data, Clinical, Operations, Engineering, Design, and Compliance, this role will make it faster and easier for families to get into care and stay in care, while reducing manual work for our teams. Because the people we serve are often reaching out in vulnerable moments, this role sets the bar for safety: recognizing risk, knowing when an AI agent should step back, and getting people to a human quickly. This is not a role about applying AI for its own sake. This PM will be thoughtful about where and how AI is used, grounding every decision in patient values and quality of care so that automation improves the experience and leads to the right outcomes for patients and families.
This role offers a rare balance of hands on building and strategic leadership. On the ground, you will personally design, build, and refine AI agents, from writing prompts and conversation flows to testing, tuning, and launching them alongside Engineering and vendor partners. At the same time, you will establish the foundations for patient facing AI at Equip, building processes from the ground up for how we monitor and evaluate agent performance, helping the organization understand AI outcomes, and working closely with senior and clinical leadership to set direction and shape the long-term vision for what AI can make possible for patients, families, and our teams. Ultimately, this position drives core organizational OKRs to advance Equip’s mission of delivering accessible, gold-standard eating disorder treatment.
Own Equip’s patient-facing AI-powered experiences end to end, shaping every automated conversation and workflow that helps people find, start, and stay in care, and define and execute the roadmap from opportunity framing and prototyping through safety review, phased launch, and ongoing iteration.
Champion a thoughtful, values-driven approach to AI, making sure every patient-facing agentic experience reflects Equip’s clinical values and patient needs, is measured on care quality and patient outcomes (not just automation rates), and is introduced only where it makes the experience better for patients, families, and teams.
Hold a high bar for experience quality across the end-to-end journey, looking beyond individual features to ensure every AI touchpoint feels seamless, consistent, and human, and using strong product judgment to identify where AI meaningfully improves the experience and where a person should stay in the lead.
Partner with behavioral insights and patient engagement to own patient lifecycle communications product strategy across Braze and AI agents, building toward a Next Best Action model that delivers the right message, channel, and timing to keep patients and families engaged in care
Partner with colleagues in behavioral insights and patient engagement to apply behavioral science principles (friction reduction, timing, framing, habit formation) to conversation design and flow.
Own the safety standard for patient AI conversations: partner with clinical leadership to define crisis detection and escalation paths, clear boundaries on what agents must never say or advise (for example, about food, weight, or diagnosis), and fast, reliable handoff to a human.
Partner with Operations to redesign workflows around AI, deciding what is automated, what stays with people, and how team members review, correct, and take over from agents
Establish evaluation frameworks spanning pre-launch testing and live production monitoring, with success measured by outcomes
Partner cross-functionally across Clinical, Design, Engineering, Operations, Compliance, and Commercial teams to drive alignment and clear developmental blockers. Create a process that quickly and safely brings AI use cases into production while engaging patients and families in our advisory council for testing and co-design
Present AI product vision, risk assessments, and measurable outcomes to executive and clinical leadership.

Qualification

Required

5+ years of software product management experience, including dedicated experience shipping production conversational AI, LLM-powered agents, or automated customer or patient facing workflows.
Demonstrated experience defining product strategy, authoring comprehensive technical specifications, and managing full product lifecycles within an agile environment.
Demonstrated product taste and user experience judgment, with a track record of shaping cohesive, high-quality journeys across multiple touchpoints and knowing when not to automate.
Demonstrated ability to collaborate with engineering teams on AI agent design, including tool use, orchestration of multi-step tasks, memory and context management, and grounding agent responses in trusted knowledge sources, and to weigh model and vendor trade-offs across quality, cost, latency, and build vs. buy.
Demonstrated experience implementing and managing third-party agentic AI vendors or platforms in production, including designing agentic workflows that fit real clinical and operational processes; healthcare experience strongly preferred.
Demonstrated experience designing safe escalation and human-in-the-loop experiences for sensitive or high-risk user populations within regulated healthcare environments, including HIPAA compliance and PHI handling; behavioral health experience strongly preferred.
Demonstrated experience defining product metrics that connect AI performance to user experience and operational outcomes, such as access to care, efficiency, and satisfaction.
Demonstrated hypothesis-driven approach to product development, including designing and running experiments (such as A/B tests and phased rollouts), measuring impact, and using data to make clear decisions about what to scale, iterate on, or stop.
Demonstrated ability to lead multidisciplinary initiatives and align technical, clinical, operational, and executive stakeholders around complex product decisions.
Demonstrated ability to successfully influence without formal authority by setting standards for team excellence, inspiring others by driving best practices, and supporting retention through proactive peer mentorship.
Strong communication skills with demonstrated ability to synthesize complex information for a diverse audience.
Strong ability to remain composed and navigate high ambiguity and competing constraints, maintaining strong performance.

Senior Product Manager, Patient Engagement & AI at Equip · LumiJobs

Senior Product Manager, Patient Engagement & AI

Responsibilities

Qualification

Required

Benefits

Company

Equip

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