Senior Product Manager, Operational Intelligence

📋 Description

• • As a Senior Product Manager, Operational Intelligence at Wheel Health Inc., you will be at the forefront of transforming how our operations function by leading the strategy and execution of automation and intelligent workflow initiatives. This pivotal role bridges the gap between Product, Engineering, Data, and Operations, with a core mission to enhance efficiency, scalability, and the overall team experience through sophisticated automation and agent-assisted systems. You will be instrumental in designing, configuring, and continuously refining agentic workflows. This involves meticulously defining prompts, establishing decision trees, implementing robust guardrails, and developing effective human-in-the-loop escalation models, all in close collaboration with our Engineering and Operations teams.
• • Your primary responsibility will be to partner deeply with various Operations teams across the company. This collaboration will focus on identifying the most impactful opportunities for automation, clearly delineating product and automation boundaries, and subsequently building solutions that significantly reduce manual effort while simultaneously elevating quality and operational speed. This is a highly hands-on position designed for a product leader who is eager to directly influence and shape the performance of intelligent systems as they undertake operational tasks at a large scale.
• • **STRATEGY & SCOPE:**
• • You will be tasked with defining and implementing a comprehensive, phased automation strategy that spans across all operational domains. This initiative will commence with a focus on Marketplace Operations and will progressively expand to encompass Provider Operations, Clinical Operations, and Support functions.
• • A key aspect of your role will be to establish clear and effective decision frameworks. These frameworks will guide the determination of which capabilities should be integrated into the core product versus those that can be effectively delivered through agentic automation or hybrid approaches, ensuring a strategic and optimized deployment of resources.
• • You will be responsible for creating multi-quarter roadmaps that artfully balance the pursuit of quick, impactful wins with the necessary foundational infrastructure investments, ensuring both immediate gains and long-term sustainability.
• • **HANDS-ON AGENT DESIGN & OWNERSHIP:**
• • You will directly engage in the design and prototyping of agentic workflows. This includes architecting prompts, defining task decomposition strategies, establishing escalation logic, and setting clear decision boundaries for automated systems.
• • You will actively configure and iterate on agent systems within production environments, leveraging real operational data and direct feedback to drive continuous improvement.
• • A critical part of your role involves rapidly testing and refining agent performance through rigorous experimentation, the implementation of robust evaluation frameworks, and the incorporation of valuable human feedback loops.
• • You will personally own the functional behavior, overall performance, and reliability of agent outputs in the production environment, ensuring that automated systems meet and exceed operational expectations.
• • You will possess the unique ability to translate complex and often ambiguous operational workflows into structured, executable logic that is perfectly suited for AI-driven automation, bridging the gap between human processes and machine execution.
• • This role offers a unique opportunity to be at the cutting edge of operational intelligence, leveraging AI and automation to redefine efficiency and effectiveness within a rapidly growing healthcare technology company. You will have the autonomy to shape the future of our operations and make a tangible impact on our ability to deliver high-quality virtual care at scale.