Big Health

Product Manager

• Conduct user research — interviews, usability testing, survey analysis, and support channel review — to understand where and why patients disengage from treatment.
• Analyze product usage data and engagement metrics to identify drop-off points, retention patterns, and opportunities for intervention across the patient journey.
• Design and run experiments to test engagement hypotheses: define success metrics, monitor results, analyze outcomes, and present actionable recommendations to product leadership.
• Design UX flows and interaction patterns that address identified engagement gaps — collaborating with design and clinical teams to ensure solutions are both intuitive and therapeutically effective.
• Own configuration and optimization of engagement journeys in Iterable — including push notifications, SMS, in-app messages, email, lifecycle messaging, re-engagement flows, and frequency capping.
• Design conversational AI and chatbot flows that support patient engagement, leveraging AI tools to prototype and iterate on conversational experiences.
• Author product requirements documents (PRDs) and feature specifications that translate engagement insights into clear, actionable engineering work.
• Triage incoming bugs and product issues: verify, assess severity, coordinate with engineering on root cause analysis, and manage resolution through to closure.
• Leverage AI tools (e.g., Claude, ChatGPT) to accelerate research synthesis, experiment analysis, spec drafting, and decision support.
• Partner with clinical and data teams to ensure engagement changes align with therapeutic design principles, clinical evidence standards, and regulatory requirements.

Product Manager, Patient Engagement

Customer Success Manager

• Build strong relationships with clients to become a trusted partner & advisor in supporting the mental health of client populations through utilization of Big Health’s products and offerings.
• Manage and resolve day-to-day customer inquiries including eligibility, support of enrollment marketing materials, invoicing, member support inquiries, and workflows.
• Support implementations and customer operations by actively managing action items and responding to client communications in a timely manner.
• Identify opportunities to help clients expand engagement of our products within their populations.
• Generate, customize, and analyze client level reporting. Reporting support may include reporting on small and mid-sized clients around member engagement and clinical outcomes.
• Become a product expert and internal champion for clients as we improve our products.

Product Manager, Patient Engagement

Client Success Associate