Product Manager - Patient Experience

ABOUT CONDUIT HEALTH We're rebuilding how post-acute care gets done in America — AI-powered, vertically integrated, and relentlessly focused on getting patients what they need without the bureaucratic nightmare. $22M+ raised, scaling fast, and what we build in the next 12 months will touch hundreds of thousands of patients.

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. 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: you build, prototype, and debug with AI, and you're skeptical of any process that doesn't.
• 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.