Senior Product Manager

About Us:

Fluent Health is a dynamic healthcare startup revolutionizing how you manage your healthcare and that of your family. The company will provide customers with high-quality, personalized options, credible information through trustworthy content, and absolute privacy. To assist us in our growth journey, we are seeking a highly motivated and experienced Senior Product Manager to play a pivotal role in future success.

Company Website- https://fluentinhealth.com/

Job Description:

In this role as Senior Product Manager - User Experience, you will be defining the vision and roadmap for how Fluent Health services its core customer base across all touchpoints to deliver an experience that positions Fluent Health as a thought leader in the healthcare space and powers an organic engagement & acquisition flywheel. Throughout our customer lifecycle, we prioritize delivery of a best-in-class customer experience, from onboarding to support, system communications and patient care.

You will be the architect of this experience, leveraging product insights and technology trends and offering innovative solutions for a differentiated user experience. You will identify and measure product and business metrics to better understand the consumers’ ongoing needs and help drive improvements in Fluent Health’s customer experience.

As healthcare consumers, whether we are seeking preventive care or treatment, we consider our consumers as patients. This role reports to Fluent Health’s leadership team.

Responsibilities:

• Responsible to develop customer communication aligned to the long-term vision of the Fluent Health user experience.
• Drive the product strategy and roadmap for the Fluent Health core product experience, leveraging best in class & global standard outreach mediums.
• Create a unique product experience by creating relevant customer journeys in the right context and suitable channels.
• Own and manage the customer experience from the first to the last point of engagement in the funnel for the Fluent Health product portfolio and serve as the consumer experience champion to the leadership team.
• Be a Fluent Health expert and discuss or educate on any nuance of the product internally and externally.
• You oversee actions and workflows based on the consumers' use cases and their desired outcome.
• Ensure the relevant product information and content is accessible to the customer whenever needed along the customer journey.
• Help the customer define their needs and manage their timeline toward seeing value.
• You plan and execute onboarding plans with our consumers based on milestones and results, including projects and initiatives around our consumer adoption and growth.
• Be able to define & build a system of evergreen content (ex: articles, FAQ’s, toolbox) and resources for consumers to use for education and to drive rapid product adoption.
• Create repeatable and reusable processes, resources, and frameworks for onboarding consumers and service providers. Crafting detailed playbooks and demo guidelines to coach and support Fluent Health’s internal team.
• Develop and maintain user flow diagrams, process maps, and wireframes to illustrate product workflows and architecture.
• Translate product functionality into clear, concise documentation that supports development and guides user interaction.
• Be the overall custodian of customer experience.
• Create initiatives that help to drive successful data & insights backed product feature implementation.
• Ability to understand customer pain points by initiating customer surveys and interviews, as well as analyzing partnership and customer success data, and using these findings to recommend potential product improvements and solutions.
• Develop success plans and business dashboards that outline critical success factors including metrics for success, potential issues, and provide recommendations to help understand the impact of successful implementation.
• Develop and foster a culture of experimentation and innovation to solve core customer needs.
• Be a champion to influence investment choices that will create long-term innovation for the customer.
• Be able to prioritize and guide the work in a cross-functional outcome-focused team that includes Design, Engineering, Agent Experience, Operations, Marketing, and Business Development.
• Stay up to date with healthcare industry trends, health tech, and best practices in product management and development.
• Create an evaluation matrix/ rating system for updates to senior management & key stakeholders on NPS / CSAT.
• Leverage tools such as GitLab, Clevertap, AI/Chatbot solutions, analytics platforms - Segment/Mixpanel, JIRA, Notion/Confluence, Figma to create meaningful customer journey solutions and user stories.

Qualifications:

• At least 5 -8 years of experience working in a customer-facing industry.
• A degree in Marketing, Communications, Business Administration, Design or Analytics.
• Strong analytical skills
• Knowledge in promoting technical products and content creation.
• Strong understanding of consumer psyche.
• Super creative mind, with an eye for design and details
• Strong written and verbal communication skills
• Ability to learn quickly and independently.
• Ability to organize, order, and prioritize information.
• Great interpersonal skills
• Experience working with engineers, designers, data scientists and data analysts.
• Strong analytical skills and the ability to solve complex technical and business problems.
• Familiarity & experience with FHIR, HL7 and other compliances related to healthcare/ healthtech service domain would be an added advantage.