Infinitus Systems, Inc.

Product Manager

• Own the product vision, strategy, and roadmap for Studio, spanning the AI agent builder, workflow builder, and connectors.
• Define how teams design, test, deploy, and refine AI agents without writing code, and make that experience faster and more powerful with every release.
• Talk to customers and users constantly, turning what you learn into a roadmap that reflects real needs and unmet opportunities.
• Partner closely with a deeply technical engineering team, staying current on AI and ML techniques (including reading the research) so you can make sharp product and technical tradeoffs.
• Own product analytics and customer usage, using data to decide what to build, what to cut, and where to double down.
• Ship, measure, and iterate quickly, balancing the quality, latency, and cost that healthcare demands.
• Act as a spokesperson for Studio, internally and with customers, telling a clear story about where the product is headed.

Senior Product Manager

Operations

• Actively monitor the "virtual floor," dive into the granular details of complex escalations, and personally troubleshoot workflow bottlenecks to ensure a rapid and smooth transition from launch to steady-state operations.
• Direct the day-to-day operations of the Hub, managing efficient workflow distribution across AI systems and teams while maintaining a constant, hands-on presence to quickly address immediate launch challenges.
• Personally investigate friction points in routing protocols between AI agents and human staff, rapidly iterating to minimize disruptions during escalations and complex case transfers.
• Monitor real-time volume across both digital (AI) and traditional channels, jumping into the queues to assess reality on the ground and adjusting human staffing assignments to handle escalations during peak periods.
• Direct, coach, and mentor a team of frontline supervisors, team leads, and human-in-the-loop specialists by leading from the front, participating in side-by-side shadowing, and directly handling edge cases when necessary.
• Foster a culture where human staff effectively leverage AI tools. Train employees on how to interact with, monitor, and provide corrective feedback to AI systems based on your own hands-on experience with the tools.
• Partner with technical and operational teams to continuously review AI transcripts and outcomes, utilizing your deep, ground-level understanding of the daily workflow to provide the business logic needed to improve AI accuracy and empathy.
• Ensure the program consistently meets or exceeds SLAs across all channels. Track traditional metrics (Average Handle Time, Abandonment Rate) and AI-specific metrics (Containment Rate, Deflection Rate, AI-to-Human Escalation Accuracy).
• Leverage analytics dashboards to identify trends, digging deep into the root causes of early operational hiccups and translating data into immediate, tactical operational fixes.
• Partner effectively with Product Operations, QA, Learning & Development, Product, and AI/Automation engineers to ensure program alignment, swift issue resolution, and the rapid deployment of necessary system patches during the stabilization phase.
• Ensure all program activities—whether executed by a human or an AI agent—strictly comply with HIPAA, OIG guidelines, and client-specific business rules.
• Guarantee that AI agents are properly trained to identify and flag potential Pharmacovigilance (Adverse Event and Product Quality Complaint) triggers for immediate human review and reporting.
• Collaborate with the QA/QC team to review audit trends across human and AI interactions, implementing corrective actions (CAPAs) to quickly refine both human training and AI algorithms.

Operations Manager, Digital Hub

Implementation Specialist

• Lead Client Implementations & Pilots
• Own the end-to-end delivery for new client integrations and solution pilots.
• Translate business use cases into detailed solution plans.
• Lead implementations for integrations with client systems including CRM (e.g., Salesforce), Electronic Medical Records (EMRs), and data platforms via APIs, CSVs, Smart on FHIR, and other standards
• Coordinate with rest of the customer enablement, internal engineering and product teams to ensure timely, scalable integration rollouts.
• Project Management
• Manage multiple concurrent client implementations with structured delivery methodology and clear communication.
• Track milestones, risks, and deliverables to ensure predictable outcomes.
• Capture learnings and contribute to continuous improvement of the implementation playbook.
• Client Engagement
• Act as a consultative partner to Big Pharma, Specialty Pharmacy, Pharm Hubs, Payor and Provider clients; provide clear guidance on system capabilities, integration strategies, and best practices.
• Lead technical client conversations and working sessions, representing Infinitus as a domain expert.
• Support customers through design, build, QA, UAT, go-Live and hypercare cycles, proactively troubleshooting issues and ensuring client readiness for launch.

Senior Product Manager

Operations Manager, Digital Hub

Implementation Manager