Product Manager, Patient Communications

WE'RE LUMA HEALTH. Needing healthcare can be hard — getting care shouldn’t be. We built Luma Health because we are all patients. We believe it should be easy to see and connect with our doctor. To get the care we need, when we need it. So, we’ve created solutions to fix this problem. Our technology makes messaging easier, scheduling appointments more efficient, and it modernizes care delivery from beginning to end. The Role: 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. What YOU will do at Luma Health Own the vision & roadmap for Reminders & Recalls, Navigator, and Broadcast across SMS/MMS, email, voice, and emerging channels (e.g., RCS, Apple Messages for Business). 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. Go-to-market readiness: partner with CS/Sales/Marketing on packaging, pricing, enablement, and launch plans; create demos, ROI stories, and migration paths from legacy flows. Cross-functional leadership: coordinate with Engineering, Security, Legal/Compliance, Support, and Partnerships. Deliver measurable outcomes: lower no-show rates, increase recall reactivation, improve response and completion rates, raise agent containment, and keep opt-outs and failure rates low. Who You Are 3+ years of experience in product management in messaging, communications platforms, healthcare SaaS, or adjacent domains shipping customer-facing products at scale. BA/BS Degree required Experience in gathering business insights and identifying trends from data Ability to use data to inform and support critical decisions SQL skills highly preferred Entrepreneurial minded self-starter who is able to function in a lean product management structure in a company with aggressive growth goals Superior communication, presentation and interpersonal skills. Demonstrable experience positioning and launching differentiated B2B software that exceeds business expectations (ideally in healthcare). Organized, detail-oriented, and motivated team player with a positive attitude. Ability to work in a fast-paced team environment. Hands-on with LLM/AI products (prompt design, tools/integrations, evaluation, red-teaming, safety guardrails) and clear criteria for human escalation. Ability to write clear PRDs and sequence complex deliveries. Proven ability to lead cross-functional teams, influence without authority, and communicate crisply with executives and customers. We Take Care of You! Competitive Health Benefits: Luma Health covers 99% of the employee and 85% of the dependent premium costs. Work Life Balance Flexible Time Off Wellness Programs Discounted Perks 401(k) and Company Equity Pay Transparency Notice: Depending on your work location and experience, the target annual salary for this position can range as detailed below. Full time offers from Luma also include stock options + benefits (including medical, dental, and vision.) Pay Range: $120,000-$130,000 Don’t meet every single requirement? At Luma Health we are dedicated to building an inclusive workplace. If you’re excited about this role but your past experience doesn’t align with every qualification in the job description, we encourage you to apply. You may be just the right candidate for this or other roles. Luma Health is proud to be an Equal Employment Opportunity and Affirmative Action employer. We believe in order to thrive, businesses need a diverse team and leadership. We welcome every race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, or other applicable legally protected characteristics. Everyone is welcome here. Come join us if you want to make a difference in health care. Please note that you will never be asked to submit payment or share financial information to participate in our interview process. All emails from Luma Health will come from "@lumahealth.io" email addresses. Any emails from other email addresses are scams. If you suspect that you've been contacted by a scammer, we recommend you cease all communication with the scammer and contact the FBI Internet Crime Complaint Center. If you'd like to verify the legitimacy of an email you've received from Luma Health recruiting, forward it to careers@lumahealth.io.