Forward Deployed AI Product Manager, HLS

Talkdesk is pioneering a new era of Customer Experience Automation (CXA), and they are seeking a Forward Deployed AI Product Manager to bridge the gap between clients and engineering teams. This role involves engaging with health systems to identify automation opportunities and translating those insights into AI-powered solutions.

Responsibilities:

• Serve as the primary Product point of contact and trusted advisor for a portfolio of health system clients, including owning relationships across clinical informatics, IT, and operations stakeholders, often working alongside C-suite sponsors
• Lead structured discovery engagements - interviews, workflow mapping, shadowing, and document analysis - to surface automation opportunities and unmet clinical or administrative needs
• Define the "art of the possible" for each client, helping them connect their operational pain points to our AI platform capabilities
• Review the pre-sales Statement of Work drafted by the Solution Architect to confirm scope, feasibility, and design alignment before it is signed by the customer
• Translate real-world workflows - scheduling, patient outreach, referral management, prior authorizations, billing follow-up - into structured product and configuration requirements, in collaboration with Forward Deployed Engineers (FDEs), Applied ML, and Solution Engineers
• Own the quality, consistency, and completeness of the Autopilot design and specification documents that serve as the handoff to engineering
• Define the business success metrics for the engagement (time-to-value, call deflection, scheduling conversion, cost per contact) with the client
• Enforce scope discipline during UAT - route requests outside the agreed design doc and SOW to the Sales/Account team so that they follow change order processes, rather than absorbing them into the current engagement
• Own 0→1 deployments end-to-end (from pilot kickoff through go-live): manage timelines, stakeholder communication, change management, and the iteration cycle to production-ready deployments
• Generate test criteria from build artifacts and conduct manual validation (e.g., live call testing) before approving customer UAT
• Drive customer UAT to completion as efficiently as possible, including on-site travel for strategic or marquee accounts to accelerate UAT and fine-tuning
• Monitor deployed Autopilots post-launch by using observability tooling, evaluating performance, and driving resolution of issues that surface
• Ensure clients and Customer Experience Managers (CXMs) can successfully measure business success metrics for the deployment before handing ongoing success measurement to the CXMs
• Document ROI proof points and case-for-scale narratives at go-live and deployment milestones; hand off to CXMs to drive expansion and renewal
• Surface reusable patterns and high-priority gaps from field deployments to the core product roadmap, partnering with FDEs, ML engineers, and product leadership to turn client-specific work into productized features
• Contribute to internal knowledge bases, playbooks, and templates that systematize the FDAPM practice as we scale

Requirements:

• 5+ years of experience in healthcare technology, with hands-on exposure to provider operations in one or more of the following domains: Patient Access (scheduling, referrals, prior auth), Care Management (outreach, care coordination, transitions of care), or Revenue Cycle (billing, collections, denial management, coding)
• Demonstrated experience in a client-facing delivery role - implementation, technical project management, solution consulting, or customer success - where you owned outcomes, not just activities
• Ability to quickly understand and map complex clinical and administrative workflows, then distill them into structured requirements and prioritized problem statements
• Strong written and verbal communication skills; able to present to VP/C-suite health system stakeholders and translate between clinical, operational, and technical audiences
• Comfortable operating in ambiguity and whitespace; you default to action and bring structure to uncertainty
• Experience with agentic workflows and a strong curiosity about AI and automation; you don't need to be an engineer, but you must be genuinely excited by what AI can do in healthcare and eager to develop deep product fluency in this space
• Willingness to travel up to 25–35% to client sites for discovery, UAT, go-live support, and executive meetings
• Experience at an EHR software vendor in a Project Manager, Implementation Consultant, Technical Services, or similar role
• Prior experience in a startup or high-growth technology company in a PM, solutions engineering, or FDE-adjacent capacity
• Familiarity with contact center technology (CCaaS, IVR, conversational AI, NLP) or prior exposure to platforms such as Genesys, NICE, Five9, Nuance, or similar
• Understanding of HL7 FHIR, APIs, EHR integrations, or healthcare interoperability standards
• Experience building or contributing to product roadmaps, writing PRDs, or working in Agile/scrum delivery processes
• Background or experience in healthcare administration, clinical informatics, health IT, nursing, or a related field