Senior/Staff Product Manager - Client

About the Role

Charlie Health is seeking a Staff Product Manager to lead our Client team. You’ll own everything a client and their family experience with us outside of a therapy session: how they reach us, schedule and reschedule, get support, stay engaged between sessions, and move into aftercare when treatment ends. That covers our clients, from adolescents to adults, their families, and the internal teams who support them every day.

You’ll lead a pod of engineering, design, and AI-agent vendors across four connected areas:

• Agentic client support and experiences, where AI handles scheduling and support work that drive better client experiences that are more efficient
• Our communications platform: one pipe, one log, and one view of every client conversation, shared across every team
• The care center and in-app experience, including out-of-session engagement, skills building, and AI-powered support
• Aftercare and alumni transitions

You’ll set the roadmap, own the outcomes (experience, efficiency, engagement with products) and help shape what a tech-first, non-clinical client experience should look like.

We’re building this team to be AI-native in two ways. The first is what we ship: agents that schedule, support, and engage clients, held to a high bar through evals, well-designed agent harnesses, and clear guardrails for when a human takes over. The second is how we build: you’ll prototype with AI coding tools, ship code to production alongside engineers, and build loops that turn feedback from clients and staff into prioritized product changes with as little manual work as possible.

This role reports to Charlie Health’s Product Management team. It’s a good fit for a senior PM with consumer or digital health experience, a track record of shipping AI agents to production, who builds with AI every day, and the drive of a 0→1 builder: someone who can turn a messy, multi-team problem into a clear strategy and then ship it.

We’re a team of passionate, forward-thinking professionals eager to take on the challenge of the mental health crisis and play a formative role in providing life-saving solutions. If you’re inspired by our mission and energized by the opportunity to increase access to mental healthcare and impact millions of lives in a profound way, apply today.

Responsibilities

• Own the product strategy, roadmap, and outcomes for the non-clinical client experience, from intake through aftercare
• Lead a cross-functional pod (engineering, design, and vendor partners), setting priorities and holding a high bar for what ships
• Prototype new experiences yourself with AI coding tools (e.g., Claude Code) and put them in front of clients and staff before committing engineering time
• Build closed feedback loops: use LLMs and agents to collect and synthesize feedback from client conversations, support cases, and NPS, turn it into prioritized product changes, and move toward changes that agents can draft and test with human review
• Partner with CX, Care Experience, Discharge/Care Navigation, Health Information Management, Clinical, and RCM leaders to find friction and turn it into product solutions with measurable impact
• Define and track success metrics (client and parent NPS, care delivery cost per session, DAUs, % of work automated, quality SLAs), and use data and client feedback to guide trade-offs
• Evaluate and manage AI and communications vendors, including build-vs-buy decisions, evals, and performance accountability

Requirements

• 6+ years of product management experience, ideally on consumer-facing or digital health products
• A track record of taking AI agents or LLM products from 0→1 into production, with hands-on experience in evals (eval sets, LLM-as-judge, human review), agent harness design (tools, context, memory, handoffs), guardrails, and vendor trade-offs
• You build with AI every day: you vibe code prototypes, use AI coding agents to ship code, and have built AI workflows that saved your team real time
• Comfortable reading code and working in a codebase; a technical background is a plus
• A track record of shipping AI/LLM-powered products, with hands-on comfort with agent design, evals, and vendor trade-offs
• Experience building 0→1 products and defining new areas with a lot of ambiguity
• Proven ability to lead cross-functional teams and influence senior stakeholders beyond your direct pod
• Strong analytical skills (SQL / BI tools) and an outcome-driven approach to prioritization
• Experience with communications, support, or engagement platforms (e.g., Twilio, Zendesk, CRM, in-app messaging) is a plus
• Healthcare, behavioral health, or regulated-industry experience is preferred
• Excellent written communication, including clear PRDs and strategy docs
• Work authorized in the United States and native or bilingual English proficiency
• Able to work a hybrid schedule of 4 days/week in our NYC office and located within 75 minutes' commuting distance of the office

Benefits

Charlie Health is pleased to offer comprehensive benefits to all full-time, exempt employees. Read more about our benefits here.

Additional Information

The total target base compensation for this role will be between $125,000 and $225,000 per year at the commencement of employment. Please note, pay will be determined on an individualized basis and will be impacted by location, experience, expertise, internal pay equity, and other relevant business considerations. Further, cash compensation is only part of the total compensation package, which, depending on the position, may include stock options and other Charlie Health-sponsored benefits.  #LI-Hybrid