athenahealth

athenahealth

Manager, Product Management - AI Concierge, Service Experience

Boston MA · Senior · Full-time

H1B sponsorship available$10k-$15kDetected 24 days ago
SparkLLMsAgentic AIProduct ManagementAgileJiraOnboardingCustomer SuccessEHR/EMRResearchCommunicationCollaboration

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odds of building a lasting career here

39Risky
Cap-exempt (no lottery)0
Sponsors this role90
Entry-level history0
PERM / green-card track0
Lottery odds (Level I)39
Fits your clock70

Thin sponsorship signal and lottery-bound (~15% per draw). A low-probability bet with your clock running. Prioritize cap-exempt roles and proven entry-level sponsors first.

Lottery odds assume a STEM candidate.

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Employer immigration record

from this employer's Department of Labor filings

Green-card follow-through: 96%

Of 28 labor certifications old enough to have been used, 1 expired without the employer filing the next step. Median time from filing to decision: 486 days.100% of their filings were for a worker who already held the job.Only certifications past the 180-day window are counted — recent ones cannot have expired yet.

Sourced from Department of Labor LCA, PERM and prevailing-wage disclosure data. Employer matching is by name, so figures may be split across an employer's legal entities. Absence of a filing means none appears in our copy of the data, not that none exists.

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About the role

  • Staying close to customers is essential.
  • You will engage with them often, put working solutions in their hands early, and iterate quickly on what you learn.
  • This role reports to the Director of Product Management, Service Experience, and is a hybrid role based in Boston, MA.

Responsibilities

  • You will own the product direction for the AI Concierge, the front door to the AI agents and experiences that support our Customer Success organization.
  • You will work alongside Experience Design and engineering partners, and you will be uniquely chartered with owning product direction and making quick decisions.
  • Own the product direction for the AI Concierge and the agentic onboarding experiences behind it, in partnership with the Director of Product Management.
  • Define what the Concierge handles on its own, what it routes to another agent, and when it brings in a person, and design the handoff so the customer is not repeating themselves.
  • Partner with the Experience Design team on customer research, using it to find unmet needs and to test whether what we built actually works before we scale it.
  • Develop a deep understanding of onboarding and go-live workflows, system interactions, integration points, and operational dependencies across athenaOne and our enterprise platforms.
  • Partner with engineering and architecture to define problems, weigh solution options, identify constraints, and guide scope and sequencing.
  • Our award-winning culture is built around shared values of inclusiveness, accountability, and support.

Compensation

  • Ability to travel up to 10-15% annually for client site visits, conferences, and trainings.

Benefits

  • Our company culture: Our talented employees - or athenistas, as we call ourselves - spark the innovation and passion needed to accomplish our vision.
  • We unite as mission-driven problem-solvers with a deep desire to achieve our vision and make our time here count.
  • Our DEI commitment: Our vision of accessible, high-quality, and sustainable healthcare for all requires addressing the inequities that stand in the way.
  • While we know in-office collaboration is critical to our vision, we recognize that not all work needs to be done within an office environment, full-time.
  • In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons.

Company info

  • Decide what the Concierge needs to know and remember about a customer to be useful, and what context travels with a request when it moves to another agent or to a person.
  • Define how the Concierge behaves when it is unsure or wrong, covering when it should decline to answer, how it stays grounded in verified information, and how a customer recovers from a bad answer without losing trust.
  • Stay close to customers, getting in front of them regularly to understand their experience firsthand, putting working solutions in their hands early, and iterating quickly on what you learn.
  • Turn customer, operational, regulatory, and business needs into clear requirements, acceptance criteria, and measurable outcomes.
  • Establish how we measure whether the Concierge is working, covering task success, answer quality, handoff rates, and cost, and use that evidence to decide what to fix and what to expand.
  • Prioritize work based on customer impact, technical feasibility, effort, risk, and business value.
  • Coordinate dependencies across teams and keep delivery risks, technical decisions, and release readiness visible.
  • Use AI tools to accelerate research, analysis, documentation, and planning, applying your own judgment to validate what they produce.
  • Support iterative delivery through discovery, backlog refinement, sprint planning, and ongoing clarification.

Visa & Work Authorization

  • In addition to our traditional benefits and perks, we sponsor events throughout the year, including book clubs, external speakers, and hackathons
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This listing is sourced directly from athenahealth's careers page and normalized into a canonical job model.