Director of Product Management - US Remote

What is PerfectServe? PerfectServe is a leading provider of clinical communication and physician scheduling solutions in the health IT space. The company was founded in 1997 and has grown steadily since then, with a notable jump after several major acquisitions were announced in 2019. PerfectServe now has 400+ employees, 30,000+ customers — spanning medical practices, hospitals, and health systems — and $100 million+ in annual revenue. PerfectServe’s mission is to accelerate speed to care by optimizing provider schedules and routing communications — including messages, pages, calls, and alerts — to the right place at the right time in any care setting. By facilitating real-time information sharing, building better schedules, and automating important clinical workflows, we believe we can help our customers advance patient care and improve the well-being of their clinicians. Leading analyst firms like Gartner® and KLAS Research have consistently validated our approach: • In 2026, PerfectServe was named highest in execution and furthest in vision in the Gartner Magic Quadrant™ for Clinical Communication and Collaboration — the clear segment leader. • PerfectServe also received two Best in KLAS awards in 2026 — one for physician scheduling and another for ambulatory clinical communications. That makes for 11 Best in KLAS awards over the past 9 years. At PerfectServe, you’ll have a unique opportunity to join a collaborative team with decades of experience that finds new ways to delight our customers every day. This involves consistent efforts to stay on the cutting edge of product development, which includes everything from implementing AI in new and existing solutions to brainstorming with customers about novel workflows. But you don’t have to be in product to make in impact — everybody at PerfectServe contributes to important work that moves the business forward. If you’re looking for a well-established, tech-forward company full of smart people doing meaningful work, you’ve found the right place! Role Overview PerfectServe is seeking a Director of Product Management – AI to own the product vision, strategy, and lifecycle of our AI-native answering service platform. This is a modern product leadership role: you will define what gets built and why, ground every decision in deep customer and clinical understanding, and move fast using the tools of contemporary product development — including AI-assisted prototyping, rapid experimentation, and data-driven iteration. You are technically fluent enough to engage meaningfully with engineering architecture, evaluate AI capabilities critically, and prototype ideas yourself — but your primary orientation is toward the customer, the clinical workflow, and the business outcome. Reporting to the Sr Director, Product Management, you will be the connective tissue between healthcare operations teams, engineering, and executive leadership, translating complex clinical and interoperability needs into a clear, prioritized, and continuously evolving product roadmap. Core Responsibilities AI Product Vision & Roadmap Ownership • Define and own the product strategy for PerfectServe’s AI answering service, including near-term delivery commitments and a longer-horizon vision for how AI evolves across the portfolio. • Translate business objectives and clinical workflows into a prioritized, clearly reasoned product roadmap — and maintain it as a living document that reflects new information, not a static plan. • Partner with the CTO and Director of Software Engineering to align roadmap sequencing with technical capacity, architecture constraints, and infrastructure investments. • Make and communicate clear product tradeoff decisions: what is in scope, what is deferred, and why. Customer & Clinical Discovery • Lead ongoing customer discovery efforts: conduct interviews, site visits (virtual or in-person), and workflow observation sessions with clinical and administrative end users. • Develop and maintain a deep understanding of how healthcare organizations use answering services, operator consoles, and AI-augmented communication — including the pain points, workarounds, and compliance constraints that matter most. • Synthesize input from cross-functional teams, market and customers into product insights; distinguish signal from noise when stakeholder demands conflict. • Define user personas and jobs-to-be-done for the AI platform’s primary audiences: clinical staff, contact center agents, patients, and healthcare administrators. AI-Native Product Development Practices • Use modern AI tools to accelerate your own product work: generate prototypes and wireframes, run rapid concept tests, and explore technical feasibility before committing engineering resources. • Design and run structured product experiments — A/B tests, pilot programs, shadow deployments — to validate hypotheses before broad rollout. • Define clear acceptance criteria and success metrics for every feature, including AI-specific measures such as containment rate, deflection accuracy, latency, and user-perceived quality. • Actively evaluate emerging AI capabilities (new LLMs, voice models, orchestration frameworks) and recommend adoption decisions based on product value and technical fit, not novelty. Healthcare Interoperability & Workflow Expertise • Apply working knowledge of healthcare interoperability standards — HL7, FHIR, and API integration patterns — to shape AI feature design and integration requirements. • Ensure AI features are designed with clinical workflow reality in mind: how nurses, physicians, schedulers, and operators interact with systems under time pressure. • Identify and manage product-level compliance and safety considerations including HIPAA, minimum necessary data principles, and the appropriate use of AI in clinical decision-adjacent contexts. • Collaborate with Clinical and Operations teams to ensure AI behavior aligns with care protocols, escalation paths, and patient safety standards. Cross-Functional Alignment & Delivery • Own the relationship between product requirements and engineering delivery — writing precise, well-scoped specifications that reduce ambiguity without over-constraining implementation. • Serve as the product accountability owner for the outsourced development partner, reviewing deliverables against acceptance criteria and escalating quality issues promptly. • Collaborate with Marketing and Customer Success on go-to-market sequencing for new AI features, including packaging, positioning, and customer communication. • Represent the product perspective in executive conversations; communicate roadmap priorities, tradeoffs, and AI adoption risks clearly to non-technical stakeholders. Metrics, Learning & Continuous Improvement • Define the measurement framework for AI product performance: establish baselines, set targets, and drive quarterly reviews of key metrics with engineering and executive leadership. • Build a culture of learning from production data: use real-world call outcomes, error logs, and user feedback to continuously improve AI model performance and product design. • Identify and act on leading indicators of customer churn or dissatisfaction related to AI feature quality. Team Leadership • Initially operate as an individual contributor; build out a product and design team as the platform and organization scale. • Establish PM practices and norms that support AI-native development: lightweight documentation, fast feedback loops, and outcome-oriented delivery measurement. • Mentor and develop junior product team members as the function grows. Qualifications Required • 8+ years of product management experience, with at least 3 years owning AI, NLP, or conversational AI products in production. • Demonstrated ability to lead customer discovery in complex B2B environments; experience interviewing clinical or operational end users is a strong differentiator. • Working knowledge of healthcare interoperability standards: HL7 v2, FHIR, and API integration patterns. Able to engage in technical interoperability discussions without an engineer in the room. • Familiarity with HIPAA and the product design considerations it requires: data minimization, audit trails, access controls, and PHI handling. • Technical fluency sufficient to evaluate AI capabilities critically, write clear functional specifications, and prototype concepts using no-code or AI-assisted tools. • Track record of shipping AI features at scale and iterating based on production data and user feedback. • Strong written communication; able to produce clear PRDs, executive summaries, and customer-facing feature descriptions. • Experience working with outsourced development partners, including delivery accountability and quality review. Preferred • Experience with healthcare contact center operations, patient access workflows, or clinical communication platforms. • Hands-on familiarity with conversational AI platforms, voice agent frameworks, or telephony product design. • Exposure to LLM evaluation practices, prompt engineering workflows, or AI product safety frameworks. • Experience in a growth-stage company where product practice is still being built, not just inherited. • Ability to prototype using tools such as Figma, Claude, Replit, or equivalent AI-assisted development environments. Why This Role You will own the product direction of one of PerfectServe’s highest-priority strategic platforms, with direct access to the CTO and the latitude to shape how AI is applied to real clinical and operational problems. This is not a role for someone who wants to manage a large backlog from a distance — it is for a product leader who wants to be close to the work, close to the customer, and deeply invested in getting AI right in a domain where quality genuinely matters. As the platform and team grow, this role has a clear path to VP of Product. Compensation We o