Manager, Product Management - AI Concierge, Service

Position Summary

You will own the product direction for the AI Concierge, the front door to the AI agents and experiences that support our Customer Success organization. You will be responsible for the experience a practice has when they come to us for help getting onboarded, going live, and getting the most out of athena

One, deciding what the Concierge handles on its own, what it routes to another agent, and when a person should step in. You will work closely with engineering and architecture to understand how these systems behave, where they connect, how they must evolve, and you will turn that understanding into requirements teams can build against. Staying close to customers is essential.

You will engage with them often, put working solutions in their hands early, and iterate quickly on what you learn. This role reports to the Director of Product Management, Service Experience, and is a hybrid role based in Boston, MA.

athenahealth operates one of the largest connected networks in healthcare, working with more than 160,000 providers and 117 million patients. Our mission is to create a thriving ecosystem that delivers accessible, high-quality, and sustainable healthcare for all. The Service Experience zone is a new product development team, and its job is the AI enablement of the Customer Success journey: the part of the mission customers feel most directly when they are getting onboarded, getting trained, going live, and getting help optimizing their use of athena

One. The AI Concierge is where that comes together. From the moment a customer joins the athena network, the Concierge understands what they need and either handles it, routes it to the right AI agent, or brings in a person. Getting that right is a hard product problem and a new one, and this role owns it. You will shape what a delightful, AI-enabled customer experience looks like for everyone who joins us.

You will not be starting from a blank page. Our first version is already built, and part of the job early on is understanding what's been built, shaping the vision for where it goes, and putting improvements in customers hands. You will work alongside Experience Design and engineering partners, and you will be uniquely chartered with owning product direction and making quick decisions.

• Own the product direction for the AI Concierge and the agentic onboarding experiences behind it, in partnership with the Director of Product Management.
• Define what the Concierge handles on its own, what it routes to another agent, and when it brings in a person, and design the handoff so the customer is not repeating themselves.
• Determine what the Concierge needs to know and remember about a customer to be useful, and what context travels with a request when it moves to another agent or to a person.
• Define how the Concierge behaves when it is unsure or wrong, covering when it should decline to answer, how it stays grounded in verified information, and how a customer recovers from a bad answer without losing trust.
• Stay close to customers, getting in front of them regularly to understand their experience firsthand, putting working solutions in their hands early, and iterating quickly on what you learn.
• Partner with the Experience Design team on customer research, using it to find unmet needs and to test whether what we built actually works before we scale it.
• Develop a deep understanding of onboarding and go-live workflows, system interactions, integration points, and operational dependencies across athena
  
  One and our enterprise platforms.
• Partner with engineering and architecture to define problems, weigh solution options, identify constraints, and guide scope and sequencing.
• Turn customer, operational, regulatory, and business needs into clear requirements, acceptance criteria, and measurable outcomes.
• Establish how we measure whether the Concierge is working, covering task success, answer quality, handoff rates, and cost, and use that evidence to decide what to fix and what to expand.
• Prioritize work based on customer impact, technical feasibility, effort, risk, and business value.
• Coordinate dependencies across teams and keep delivery risks, technical decisions, and release readiness visible.
• Use AI tools to accelerate research, analysis, documentation, and planning, applying your own judgment to validate what they produce.

• Support iterative delivery through discovery, backlog refinement, sprint planning,…