athenahealth

athenahealth

Director, Product Management - Service Experience

Boston MA · Director · Full-time

H1B sponsorship available$20k-$30kDetected 24 days ago
SparkLLMsAgentic AIProduct ManagementProduct StrategyAgileAccount ManagementPerformance ManagementCustomer SuccessResearchLeadershipCommunicationCollaborationMentoring

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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

  • You will work with Customer Success, Information Technology, and commercial teams to decide what gets built and what comes first.
  • Creating a close relationship and collaboration model with customers is essential.
  • You will engage with them often, put working solutions in their hands early, and iterate quickly on what you learn.

Responsibilities

  • You will lead the product strategy and roadmap for the Service Experience zone, the team building the AI agents and experiences that support our Customer Success organization.
  • You will direct the work of several engineering teams, partnering with the Engineering Manager and Experience Design leaders who make up the zone leadership team, and you will oversee and grow the product management team as the work scales.
  • Drive customer research in partnership with the Experience Design team, using generative research to find unmet needs and evaluative research to test whether solutions work before we scale them.
  • Evaluate product optimization opportunities and support resolution of product-related client and prospect escalations.
  • Collaborate with cross-functional leaders to align on success measures such as growth, customer satisfaction, cost to serve, and product performance.
  • Own product launch decisions, including evaluation of alpha and beta feedback, the boundaries of what an agent does on its own versus with human approval, and readiness for release.
  • Work with Engineering, Design, and other scrum team members to support agile delivery and manage release execution.
  • Oversee build-versus-buy decisions, and other key business decisions for the portfolio, including where to build on existing enterprise platforms rather than create something new.
  • Hire, lead, and develop a team of Product Managers through coaching, delegation, feedback, and performance management as the team grows.
  • Maintain and update product and service descriptions as offerings change.

Compensation

  • Ability to travel 20-30% annually for client site visits, conferences, trade shows, sales and marketing events, 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.
  • Lead the product vision, roadmap, and long-term strategy for the Service Experience zone, sequencing work across the AI agents our Customer Success teams use and the shared capabilities that support them.

Company info

  • 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.
  • Ground roadmap and investment decisions in research evidence alongside usage data and market signals.
  • Define product boundaries, trade-offs, and prioritization decisions that align with business goals and customer needs, including clear decisions about what to defer and why.
  • Establish how we measure whether an agent is actually working, covering task success, answer quality, handoff rates, and cost, and use that evidence to decide when an agent has earned more autonomy or needs to be pulled back.
  • Make sure context follows the customer across the journey so they are not repeating themselves when an agent hands off to a person or to another agent.
  • Integrate AI tools and practices into product planning, customer insight gathering, and roadmap analysis to improve decision quality and team productivity.

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.