Staff Product Manager, Communications

Role Overview

• Define and own the long-term strategy for a unified communications platform across voice, SMS, email, chat, and AI channels.
• Evaluate third-party vendors against custom-built solutions for journey orchestration.
• Define which patient events (appointment booked, prescription shipped, refill due) trigger communications and when.
• Establish which elements are client-configurable (branding, templates, timing, channels) versus standardized.
• Design white-label architecture for client-specific branding, templates, and timing preferences.
• Deliver tools enabling Implementation and CS teams to configure journeys without engineering involvement.
• Define how clients can trigger communications from their systems, including access levels, documentation, and integration patterns.
• Align and consolidate communication pathways across Amazon Connect, Twilio, Tellescope, and internal systems.
• Ensure HIPAA-compliant messaging with full visibility into what was sent, to whom, when, and why.
• Develop a unified interface surfacing all patient and operational communications.
• Define end-to-end patient journeys across all medical programs.
• Map communication triggers to clinical, operational, and behavioral events.
• Build scalable, multi-program templates and automation components.
• Work closely with Engineering, IT, Implementations Platform, Operations, and Customer Success.
• Ensure all messaging adheres to HIPAA/HITRUST standards.
• Serve as the subject matter expert on Amazon Connect or similar enterprise communication platforms.
• Define UI/UX requirements for modifying journeys and communication logic without engineering.
• Partner with Engineering to deliver tools for triggers, workflows, templates, routing, and analytics.

Requirements

• 10+ years of PM experience with communications, workflow automation, or engagement platforms.
• Strong technical acumen with APIs, integrations, and event-driven systems.
• Experience defining journeys and building automated communication workflows.
• Proven cross-functional leadership across engineering, operations, clinical, and IT.
• Strong communication, prioritization, and ownership mindset.
• Experience with Amazon Connect or similar enterprise communication tools.
• Experience in healthcare or other regulated industries.
• Familiarity with HIPAA/HITRUST and secure messaging requirements.
• Exposure to multi-tenant or client-configurable communication platforms.

Benefits

• Medical, Dental, and Vision plans
• Flexible Spending/Health Savings Accounts
• Flexible PTO
• 401(k) + Company Match
• Life Insurance, Pet insurance, and more