About the Role

SafeRide Health is seeking a Product Manager to own day-to-day operations, launches, and continuous improvement of an AI-powered Interactive Voice Response (IVR) platform that automates member call handling across health plan networks. This is not a traditional roadmap-focused PM role—you will operate at the intersection of product, operations, and vendor management, requiring comfort both monitoring live performance data and driving complex, cross-functional launches. This role directly impacts member access to care by ensuring our AI voice agent delivers a reliable, high-quality experience at scale.

Job Responsibilities

Monitor daily performance metrics for the AI system, including success rates, failure rates, and handoff trends—especially following releases or new plan launches
Use data to develop and test hypotheses to improve system performance and member experience
Diagnose production issues and member complaints by listening to calls directly in the AI platform, identifying root causes, and coordinating resolutions
Lead post-launch monitoring windows to validate performance and catch issues early, combining dashboard analysis with direct call listening.
Understand SafeRide API capabilities and limitations, and recommend specific enhancements needed to deliver required outcomes
Intake health plan SOPs from internal stakeholders and translate them into clear, AI-compatible requirements for implementation
Review UAT packages from the AI vendor, testing end-to-end call flows, identifying bugs, and providing go-live sign-off
Manage phased rollouts across health plans, tracking readiness, dependencies, and rollout sequencing
Serve as the primary internal point of contact for AI system updates, issues, and launches, providing clear, audience-tailored communication to leadership, operations, and growth teams
Act as the primary partner to the AI vendor, managing bug fixes, feature development, UAT, and launch execution
Maintain accurate, up-to-date plan configuration documentation as a source of truth for active plans, credentials, and routing logic
Partner closely with internal AI, operations, and growth teams to align on priorities, support implementations, and drive adoption of new capabilities.

Required Qualifications:

3–5 years of product management experience or experience owning technically complex systems or platforms
Experience working with AI-powered tools, automation systems, or vendor-delivered technology platforms
Comfort working with data dashboards and interpreting performance signals to drive decisions and improvements
Experience supporting launches, UAT processes, and post-launch monitoring in a production environment
Strong cross-functional communication skills, with the ability to translate between technical teams, operations, and business stakeholders
Highly detail-oriented, with strong ownership of execution, QA, and rollout quality
Ability to operate with ambiguity and apply sound judgment in situations without a defined playbook .

Preferred Qualifications

Experience working with voice technology, IVR systems, or conversational AI platforms
Experience in healthcare, Medicaid, Medicare Advantage, or other regulated environments
Experience managing external vendors as a core product delivery partner
Familiarity with APIs, system integrations, and backend service limitations
Experience supporting multilingual QA processes or coordinating Spanish-language call reviews.

Benefits:

We offer a remote-first work environment, competitive compensation, and comprehensive benefits including:

Career growth and development opportunities in a mission-driven organization
Competitive salary, annual bonus opportunities, and equity options
Remote with flexible hours
Comprehensive medical, dental, and vision insurance
401(k) with company match
Generous PTO, paid company holidays, and paid parental leave.

About Us:

SafeRide Health is a technology and services company dedicated to reducing barriers to care by improving the delivery of non-emergency medical transportation to people across America. SafeRide employs proprietary technology, paired with a nationwide network of vetted transportation providers. This enables payers and health systems to deliver cost-effective, on-demand transportation intelligently, enhancing the patient experience in the process. SafeRide serves the largest Medicare Advantage, Medicaid, and provider programs in the country. Learn more at www.saferidehealth.com.

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