New Product Manager, Patient Communications

This role is within our team that owns the strategy and execution of Luma Health’s Patient Communications portfolio—Reminders & Recalls, Navigator (AI Agent), and Broadcast—to reduce no-shows, reactivate care, and deliver compliant two-way messaging at scale. You’ll translate market and customer needs into clear roadmaps and PRDs; define KPIs and escalation paths; and partner cross-functionally on packaging, pricing, enablement. Scale the AI Agent (Navigator): define intents/skills, guardrails, escalation paths to staff, closed-loop tasks, prompt & tool design, evaluation harnesses, and safety reviews for PHI. Customer discovery & UX: run research with patients, front-desk teams, and care ops; convert insights into simple, resilient flows and accessible messaging. Insights & experimentation: define KPIs, instrumentation, and A/B tests; analyze funnel drop-offs, carrier blocks, time-of-day effects, and cohort performance to drive roadmap.