Senior Agent Product Manager

- Lead complex, multi-stakeholder customer implementations autonomously - including new specialties, new products, and multi-site rollouts

- Own strategic customer relationships during implementation end-to-end, including navigating challenging conversations and setting clear expectations

- Identify high-impact product improvements by analyzing user behavior and customer outcomes; define, partner with eng/product to action, and measure results

- Build new scalable processes, best practices, and systems from scratch - not just improving what exists, but creating infrastructure that outlasts your direct involvement

- Drive automation and efficiency across the team by designing and implementing tools, workflows, and systems that reduce operational burden

- Collaborate with our Operations Analyst team to support thorough QA/QC and develop insightful internal and customer-facing reporting

- Partner with engineering to design and build dashboards, reporting, and tooling that drive decisions for customers and internally

- 4-6 years of experience in Consulting or Implementation, or a similar post-sales role

- Track record of owning complex, multi-stakeholder implementations end-to-end - including accounts with enterprise, MSO, or health system dynamics

- Highly effective verbal and written communication skills; able to own difficult customer conversations and build trust across diverse internal and external audiences

- Strong analytical skills: able to identify trends across a customer portfolio, develop structured recommendations, and present findings to senior leadership

- Experience translating business needs into actionable requirements for technical teams - and following through to delivery

- Demonstrated ability to build processes and systems from scratch, not just execute defined playbooks

- Proficient in efficiency tooling (e.g., SQL, Claude Code, Retool, or similar)

- Ruthless prioritization and strong time management across a portfolio of concurrent high-complexity accounts

- High adaptability and ability to perform under pressure in a fast-paced, rapidly changing environment

- Passion for helping healthcare organizations and colleagues

- Experience working with or within MSO, PE-backed, or enterprise health system accounts

- Familiarity with EHR systems (Epic, Athena, NextGen, ECW) or VOIP platforms (RingCentral, Twilio)

- Experience building or managing internal tooling (dashboards, ticket systems, reporting infrastructure)

- Willingness to travel 4x per year for team offsites and customer onsite sessions