Agent Product Manager – US East Coast
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Job Description
Agent Product Manager deploying and managing AI clinical assistants for US health systems. Configuring LLM agents, testing safety, and owning automation outcomes across customer accounts.
Responsibilities:
- Own one or more customer accounts' agents end to end
- Visit customer sites and observe workflows with schedulers, care coordinators, practice managers and clinical leads
- Translate customer workflows into agent behaviour
- Wire agents into EHR data and workflows, phone systems, call routing, scheduling platforms, insurance and eligibility steps, and clinical protocols
- Serve as the AI and technical voice for customers and Sales during demos, proofs of concept and scoping
- Configure agents in Cortex, including conversation graphs, prompts, variable extraction, escalation and confirm-then-act logic
- Build and maintain journeys covering scheduling, retries, channel selection, call windows and escalation paths
- Define KPIs and metrics tied to customer outcomes
- Improve the platform and localize tools for new markets and segments
- Author regression suites in Starfish covering scenarios, personas, judges and campaigns
- Reproduce production failures, A/B test fixes and regression-gate suites
- Work with Clinical and Quality to ensure testing maps to clinical safety
- Monitor live agents, diagnose and fix incorrect behaviour, and prove fixes
- Report automation metrics to customers, including containment, resolution, escalation rate and clinical quality flags
- Distinguish agent misconfiguration from platform bugs and provide evidence to Engineering
- Carry roughly twenty agents across customer accounts
- Convert repeated manual work into tooling requirements for Product and Engineering
- Write templates, standards and definitions of done for agent quality
Requirements:
- US healthcare fluency from working with or inside US provider organisations
- Understanding of scheduling, referrals, front-desk and call-centre operations, EHR workflows, eligibility, prior authorisation and clinical-system adoption
- Based in the US on the East Coast in the Eastern timezone
- Able to travel regularly to customer sites in the US
- 3–6 years in forward-deployed or solutions engineering, technical product, top-tier consulting, or comparable early-stage company work
- Practical fluency with LLM systems, prompt design, structured extraction, evaluation and agent failure analysis
- Comfort reading logs, dashboards, traces and configuration files
- SQL and scripting skills
- Exceptional written communication
- Rigour about correctness and clinical safety
- Hands-on experience with Epic, Cerner/Oracle Health, athenahealth or similar preferred
- Contact-centre telephony experience preferred
- Enterprise customer and stakeholder-management experience preferred
- Conversational AI or voice-stack experience, including ASR/TTS, LiveKit, Twilio or equivalent, preferred
- Experience building evaluation or regression-testing systems for non-deterministic software preferred
- A second working language, especially Spanish; Mandarin also valuable
Benefits:
- Competitive compensation
- Equity
- Benefits
- Mission-driven work at the intersection of AI, healthcare and enterprise technology
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