Product Manager, Patient Support

Hone Health

Product Manager tasked with developing internal tools for patient support at Hone Health. Collaborating with cross-functional teams to optimize customer service experience.

Posted 5/8/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $130,000 - $160,000 per yearWebsite

About the role

Key responsibilities & impact

Own the roadmap for Patient Support, spanning Zendesk AI protocols, customer support tooling, task management, and workflow automation
Define and track support KPIs (e.g., CSAT, first reply time, average handle time, % tickets deflected)
Partner with leadership to identify operational blind spots and prioritize opportunities for workflow improvement and automation
Collaborate with design, engineering, and operations to define, design, and launch tooling that reduces friction for customer support agents and patients
Partner with our analytics and AI teams to design, test, and refine AI protocols and prompts that improve ticket deflection and patient satisfaction
Measure the success of launched features and develop data-driven solutions for improvement

Requirements

What you’ll need

3+ years of product management experience in a fast-paced, high-growth environment
Strong understanding of customer support tooling and operations
Proven success in optimizing support workflows in a platform like Zendesk
Experience shipping AI or automation features (e.g., workflow automation, LLM-powered agents, intent classification) is a plus
Analytical mindset with demonstrated ability to use data to drive product decisions and measure success
Self-starter who proactively identifies opportunities to improve the product and user experience
Experience managing complex cross-functional projects involving engineering, design, and operational teams
Excellent communication and leadership skills

Benefits

Comp & perks

A remote-first work environment
Competitive compensation and equity options
Health, dental, and vision insurance coverage
Short-term disability and basic life coverage
Flexible Spending Accounts (FSAs)
Lifestyle Spending Accounts (LSAs)
We follow federal holidays and have uncapped time off for exempt employees
Budget for the technology tools you need (laptop, monitor, and/or special software)
A focus on company-sponsored activities to foster engagement (both virtual and in-person)
Waived membership fees for any Hone team members utilizing Hone products

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

product managementcustomer support toolingworkflow automationAI protocolsdata-driven solutionsKPI trackingintent classificationLLM-powered agentssupport workflow optimizationanalytics

Soft Skills

analytical mindsetself-startercommunication skillsleadership skillscollaborationproactive identification of opportunitiesproject managementcross-functional teamworkproblem-solvinguser experience improvement