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Senior Product Manager, Care Team Experience

Included Health

  • Job Type: Full-Time
  • Function: Product Mangement
  • Industry: Health Care
  • Post Date: 03/16/2023
  • Website:
  • Company Address: , New York, US
  • Salary Range: $50,000 - $150,000

About Included Health

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Job Description

At Included Health, our mission is to raise the standard of healthcare for everyone. Healthcare decisions are often confusing, high stakes, and incredibly personal. The Care Team is the soul of the Included Health experience, providing support at every step of a member’s journey, from explaining the nuances of a member’s health insurance coverage, to finding a high quality provider, resolving a billing problem, or coaching a member through the steps to better manage their chronic condition.

Our team, Care Team Experience, delivers products that supercharge our human-powered services, enabling the Care Team to provide best-in-class, personalized care at national scale. We are looking for a Senior Product Manager who will transform how members access and engage with our Care Team. You’ll simultaneously tackle sources of member friction and biggest barriers to scale, for example:

- How do we design an experience that feels seamless across channels?
- What types of member needs can & should be resolved synchronously versus asynchronously?
- When should we optimize for speed vs. continuity?
- How do we effectively proactively engage with members without massive human effort?
- How can we route members to the appropriately skilled team for their needs on the first touch?

This role will have a tremendous opportunity to elevate the quality of our member & care team experiences, impacting the lives of our millions of members and enabling us to scale to millions more.
As A Senior Product Manager For Care Team Experience, You Will…

Define the product vision, strategy, roadmap, and prioritization for both existing and yet-to-be-developed products and features.
Work closely with design, engineering, data science, clinicians and other cross-functional partners to prioritize features and ship products across the full product lifecycle from idea, research, design, specification, metrics definition, development, launch and beyond.
Understand and analyze user/customer needs deeply using both quantitative and qualitative tactics
Understand how our care and clinical teams support our members and develop tooling, workflows, and processes to allow them to deliver care more effectively and efficiently.
Partner with go-to-market teams to design and prioritize solutions that simultaneously address member problems, increase healthcare access, and reduce costs for members and customers.
Create and implement measures to help quantify and optimize the impact on members and customers. Use these measures to help the team prioritize their work.
Develop expertise in how the healthcare system works and become an authority both internally and to customers for how to tackle key problems members face
Collaborate with other product managers to deliver cohesive, robust experiences.
Transform the way that millions of people experience healthcare

You Might Be A Good Fit If...

You have 5+ years of experience as a Product Manager, with a strong track record of delivering high-impact software products throughout the lifecycle.
You have strong intuition about user experience and what makes a product experience great.
You have a clear point of view on the most important problems to solve for your users, and you ensure your team has the necessary resources to execute on those priorities.
You have a track record of unpacking complex, ambiguous problems and shipping simple and user-friendly solutions.
You have deep empathy for users, and keep the patient and their needs at the center of the product.
You understand how to influence and drive alignment with cross-functional stakeholders with competing interests.
You have strong analytical skills and experience defining and measuring product metrics, and experience with designing and running A/B tests when rolling out features.
You possess excellent written, verbal communication, and presentation skills.
You are a polymath. You thrive in environments where you can draw on your diversity of experiences to quickly ramp up in a new domain and add value.
You have experience working on service-driven products – healthcare a plus! – where products must consider both consumer and internal users, and you understand the interplay of digital experiences with processes & people.

Why Join Us?

Hop on a rocketship: With the merger of Grand Rounds with Doctor on Demand, we became the second-biggest digital health company in the US.  We’re on a roll and we are still only in the early innings of our mission.

Accelerate your career: Forbes’ recently named us a Best Startup Employer, and we’ve been voted a Glassdoor Best Places to work, and a 4x Career-Launching Company by Wealthfront.

Roll up your sleeves with experts with all kinds of experience: We hire for intellectual curiosity, humility, and hunger for impact. In this role you’ll get exposure across the company in many strategic projects where you’ll work closely with go-to-market leaders, finance, operations specialists, product managers, doctors, population health experts, marketers, and data scientists who share a singular goal: make healthcare better.

Make healthcare work for millions of people: We’re taking on healthcare head-on. End each day knowing that your work is transforming a $3.6 trillion industry and millions of people’s lives for the better.

About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at

Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.

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