Perfectserve Jobs (NOW HIRING)

Job Summary:
PerfectServe is a leading provider of clinical communication and physician scheduling solutions in the health IT space. They are seeking a Director of Product Management – AI to own the product vision and strategy for their AI-native answering service platform, focusing on customer engagement and clinical workflows.
Responsibilities:
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
Company:
PerfectServe offers intelligent voice and online and mobile clinical communication solutions for the healthcare industry. Founded in 1997, the company is headquartered in Knoxville, USA, with a team of 201-500 employees. The company is currently Growth Stage.