About Lena Health

Healthcare today is complex, confusing, and often frustrating. Appointments are hard to get, finding in-network doctors is a challenge, and understanding doctor recommendations and coverage details can be overwhelming. At Lena Health, we believe everyone deserves a trusted care coordinator to navigate this logistical maze with ease.

Lena is a telephonic AI coordinator that takes on the burden of care coordination by making calls to clinics, insurance companies, pharmacies, and other healthcare providers on behalf of patients. We empower payers and health systems to make healthcare and social navigation scalable and accessible to more patients through two transformative offerings:

1. Lena AI: Agentic voice AI that automates care coordination at scale.
2. Human+AI Service: A wrap-around model that integrates a Lena human navigator, augmented by AI, with patients' primary care teams to deliver personalized support.

At Lena Health, we’re not just building technology—we’re creating a future where patients receive the care they need, when they need it, without the stress of navigating healthcare alone. Join us to help transform the way people experience healthcare, one interaction at a time.

We are seeking a Sr. Product Manager in Conversational Design to help bring our vision of the Lena AI Coordinator to life. If you are ready to build technology that fundamentally changes how people experience healthcare, we want you to join us.

About the Role

As the Senior Product Manager, Conversational Design at Lena Health, you will oversee the creation, launch, and optimization of AI-powered telephonic coordinator agents. Your expertise will ensure these agents provide compassionate, efficient, and compliant support across a broad range of patient and provider needs—from scheduling appointments to verifying insurance benefits and beyond.

What You’ll Do (Key Responsibilities):

1. Define Product Strategy
   • Own the product vision, objectives, and go-to-market strategy for AI telephonic agents.
   • Work closely with leadership to align conversational AI initiatives with Lena Health’s mission.
2. Conversational Design
   • Craft engaging voice interaction flows and conversation scripts that reflect healthcare best practices and user empathy.
   • Collaborate with the engineering team to ensure seamless telephonic experiences that drive measurable outcomes.
3. Collaboration & Alignment
   • Partner with the AI and Engineering team to capture requirements, identify constraints, and develop scalable solutions.
   • Communicate effectively with stakeholders to ensure on-time, high-quality product deliveries.
4. Performance & Analytics
   • Establish clear KPIs (e.g., conversation completion rate, time-to-resolution, call satisfaction) and monitor agent success.
   • Implement data-driven feedback loops, leveraging insights to continually optimize conversational flows.
5. Regulatory & Compliance
   • Ensure adherence to HIPAA and other healthcare regulations throughout the product lifecycle.
   • Collaborate with internal compliance teams to address patient privacy and security concerns.
6. Leadership
   • Mentor cross-functional teams, championing a user-centric design culture and agile product development methods.
   • Advocate for continuous learning, experimentation, and best practices in conversational AI.

Who You Are

• 5+ years in Product Management, with at least 2+ years focusing on conversational AI or related technology.
• Proven track record of launching AI/ML-driven products in highly regulated industries (preferably healthcare).
• Strong analytical mindset with the ability to balance qualitative and quantitative data in decision-making.
• Excellent communication and collaboration skills, capable of aligning diverse stakeholders toward a shared vision.
• Expertise in design thinking, design sprints, or conversational design
• Familiarity with healthcare workflows, EHR/CRM/RCM integrations, and HIPAA compliance is a major plus.
• Bachelor’s degree in Computer Science, Business, Design, or a related field (MBA or advanced degree a plus).

Performance Success Metrics

Short-Term (0–6 Months)

• MVP Launch & Adoption: Launch initial telephonic coordinator agents for initial core use cases
• User Satisfaction & Feedback: Achieve positive NPS or CSAT from pilot users; gather feedback for rapid iteration.
• Excellent Conversation Completion Rate: Attain a high success rate (e.g., >80%) without escalation.
• Establish Call Quality Benchmarks: Develop quality benchmarks for calls customized to types of agentic tasks. Work with Data Engineer to implement automated measurements and real-time reporting of performance against established benchmarks.
• Compliance & Security: Complete necessary risk assessments and ensure HIPAA compliance.
• Time-to-Market Efficiency: Meet initial roadmap milestones on schedule.

Long-Term (6–18 Months)

• Product Expansion & Scalability: Grow the AI telephonic agent scope to cover additional care coordination tasks (transportation, billing, etc.).
• World Class Conversation Completion Rate: Attain a high success rate (e.g., >95%) without escalation.
• ROI & Cost Savings: Demonstrate internal and client-facing ROI through efficiency gains and overhead reduction
• Industry-leading Quality: Publish and present quality benchmarks for coordination calls across the portfolio of Lena AI Agents. Establish industry leadership on telephonic AI agents. Publish blog posts, present at conferences, and lead client presentations on the topic of Coordination AI agent performance.
• Leadership & Culture: Nurture product teams and encourage a culture of innovation, user empathy, and data-driven decision-making.

Why Join Lena Health?

• Generous Equity: Share ownership in Lena Health’s success and growth.
• Flexible Hybrid Work Culture: Balance remote and onsite collaboration for optimal productivity and work-life harmony.
• Generous Health Benefits: Comprehensive medical, dental, and vision coverage for you and your dependents.
• High Agency: Enjoy autonomy in decision-making with the support of an agile, entrepreneurial environment.
• Growth Opportunity: A chance to shape the future of healthcare and drive adoption of cutting-edge AI solutions.

How to Apply

If you’re excited to build foundational technology that drives better healthcare access and efficiency, we’d love to hear from you. Please submit your resume and a brief cover letter explaining why you’re interested in the Founding Engineer role at Lena Health.