Senior Product Manager, Patient Experience

Who We Are: 

At Synapse Health, we're streamlining the durable medical equipment (DME) process.  We manage intake, documentation, routing, claims, billing, and patient support. Our model reshapes how DME is delivered and experienced.  

Since 2016, with decades of industry and leadership experience, we've delivered tech-based solutions that help our partners to modernize operations, improve coordination, and reduce administrative burdens. By taking on operational and financial complexity, we're redefining how DME works for providers, prescribers, and patients. We are proud to offer work that matters, on a mission that matters.  

Learn more at SynapseHealth.com and on Synapse Health’s LinkedIn.  

What We Need:  

The Senior Product Manager, Patient Experience is a pivotal leadership role reporting directly to the SVP, Product and  is responsible for spearheading the development and execution of advanced product strategies. This role will be leading product definition and development of Synapse Health's patient-focused suite of products. The Senior Product Manager is expected to drive product innovation, market competitiveness, and overall product success by leveraging extensive industry knowledge, advanced analytical capabilities, and strategic thinking.   

The ideal candidate will be comfortable at the strategic level (owning multi-year vision + roadmap), energized by having hands on optimization levers around the conversion funnel and patient experience, and excited about driving patient portal build and engagement platform/infrastructure decisions. 

What You Will Do:  

Strategic Leadership:   

• Own the patient journey: develop and champion the strategy for a consumer-grade patient messaging and portal experience, ensuring alignment with company vision and goals
• Drive the conceptualization, development, and launch of omnichannel, technology-forward approach across digital (email, SMS) and outbound patient outreach (calls) innovative products and features
• Continuously monitor and optimize campaigns to drive open rates, click through rates and conversion rates. Develop relevant business metrics for your area, drive instrumentation and reporting, and execute on the roadmap to achieve impact
• Leverage any and all products, technologies, and solutions to drive impact. Consult with Engineering and stakeholders to ensure that the best possible make/buy decisions are made

Market Insight and Analysis:   

• Conduct comprehensive market and user research to identify customer needs, market opportunities, and trends, ensuring the product's competitive edge
• Analyze competitors and market standards, synthesizing insights to inform product enhancements and developments
• Leverage data tools and analysis to identify and prioritize opportunities

Product Development and Launch:   

• Collaborate closely with engineering and operations teams to oversee product design and development, ensuring timely and high-quality deliveries
• Drive experimentation culture and data-informed product decisions, test optimizations, and iterate on engagement approaches while building patient trust
• Develop go-to-market and launch plans for new products and features and continuously gather consumer feedback to refine and improve product offerings
• Provide thought leadership and education internally on new and existing products, facilitating knowledge sharing and alignment across teams
• Support feature rollouts that involve patient messaging through alpha, beta and general availability by collaborating with customer-facing teams, analyzing feature impact, and preparing communications  

Mentorship and Development:   

• Mentor and guide Product Managers and other team members, fostering a culture of collaboration and continuous learning

What You Have:   

At Synapse Health we’ve intentionally built a culture of kindness, collaboration and creativity, and we consider those qualities to be table stakes for any new team member. Additional requirements include:

• Minimum of 7 years of experience in product management with a minimum of 3 years in healthcare, SaaS or e-commerce. Durable Medical Equipment experience is a plus
• Experience driving engagement in B2C or B2B2C context, ideally in healthcare space
• Comfort across digital and outbound engagement approaches spanning email, SMS and calls. Proven track record optimizing tech-forward call center flows and deploying AI-first engagement tooling a plus
• Strong background enabling integrations with third party platforms to elevate the patient experience. Understanding of APIs. Demonstrated experience in leading product strategies and driving product innovations
• Proficiency in and adeptness in learning office productivity, data analysis, and department and job-specific software systems
• Exceptional analytical, organizational, and strategic thinking skills

What Sets You Apart:  

• Extensive experience in B2C applications and customer journey mapping  
• Experience in customer/consumer marketing, including A/B testing  
• Love of customer journey mapping and whipping up workflow diagrams in figma, visio or similar
• Ability to write in clear and plain language and knowledge of accessibility guidelines  
• Demonstrates the ability to envision and drive the realization of long-term organizational goals
• Exhibits advanced analytical abilities and can discern the essence of complex issues and draw comprehensive solutions
• Displays creativity and insight, foreseeing industry trends and incorporating them into the organizational strategy
• Articulate ideas, values, and feedback clearly, ensuring alignment and understanding across diverse stakeholders

Compensation: 

The base salary range for this position is $152,000–$182,400+ annually. This range reflects the anticipated compensation at the time of posting. Final compensation will be based on factors such as relevant experience, demonstrated skills, internal equity, and prevailing market conditions. Compensation discussions are encouraged throughout the hiring process. 

What Sets Us Apart:  

Work is a part of life, but at Synapse Health, we believe it should be meaningful and enjoyable. We’re committed to helping our team members thrive personally and professionally, which is why our benefits include: 

• Professional growth opportunities with compelling career paths 
• Healthy work-life balance supported by flexible paid time off (PTO) 
• Comprehensive benefits package, including medical, dental, vision, STD & LTD insurance for full-time team members 
• 401(k) savings plan with employer matching contributions 

Synapse Health is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.  

Synapse Health, Inc will never request personal or sensitive information during the recruitment process. Please see our Careers Page for more information to protect yourself from scammers and to learn more about our recruitment process. 

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