Job Title: Staff/Principal Product Manager, Patient Experience
Location: Remote, USA
ABOUT THE COMPANY
Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting http://www.wheel.com/www.wheel.com http://www.wheel.com.
ABOUT THE ROLE
As a Staff/Principal Product Manager, Patient Experience at Wheel, you will own the strategy and roadmap behind the consumer-facing experience that patients use to access care through our enterprise partners. This is a B2B2C role: our patients interact with Wheel through partner brands, so you'll need to design experiences that satisfy a consumer's expectations for a modern healthcare product while also meeting the technical, brand, and compliance requirements of large enterprise partners.
You'll operate at a systems level, connecting patient-facing experience decisions to the underlying clinical, operational, and platform architecture that makes those experiences possible. You bring real hands-on experience shaping AI-powered product, not just using AI tools in your own workflow. This is a builder role for a senior product leader who can set a multi-year vision for patient experience and drive it forward through close, hands-on partnership with Engineering.
WHAT YOU'LL DO (JOB DUTIES/RESPONSIBILITIES)
Strategy & Vision
- Define the multi-year vision and roadmap for the patient experience across Wheel's white-labeled consumer surfaces, balancing partner-specific requirements with a coherent, scalable core product
- Establish a point of view on where the patient experience should be standardized across partners versus configured per partner, and build the frameworks to support that decision-making
- Translate enterprise partner requirements across market segments into a unified product strategy that serves patients well regardless of the front door they came through
- Champion design as a strategic differentiator; work hand-in-hand with Design to set a bar for what a trustworthy, AI+human powered patient experience looks like at scale
Systems Thinking & Cross-Functional Execution
- Map the patient journey end to end, from first touchpoint through clinical encounter to follow-up, and identify where friction, drop-off, or trust gaps occur
- Partner closely with Engineering, Clinical Operations, and partner-facing teams to design solutions that hold up across a distributed network of clinicians and multiple partner integrations
- Define the product requirements, success metrics, and evaluation criteria for AI-driven capabilities within the patient experience (for example, intake, triage support, or personalization), including partnering on model and product tradeoffs and on iteration post-launch based on real usage data
- Break down ambiguous, cross-functional problems into clear requirements and plans, and drive alignment with Engineering from concept through launch and iteration
Cross-Functional Leadership
- Act as a primary product voice in conversations with Account Management and their enterprise partners about patient experience, translating patient experience strategy into terms that resonate with partner stakeholders
- Communicate vision, tradeoffs, and progress clearly to executive leadership, engineering teams, and non-technical partner stakeholders alike
- Mentor and influence other product managers on systems thinking and product craft in partnership with their managers
WHO YOU ARE (JOB QUALIFICATIONS)
- 8+ years of product management experience, with a track record of owning consumer-facing products at a…