PerfectServe

Engineering Manager

• Own the end-to-end technical architecture of the AI answering service, including voice pipeline design, LLM orchestration, API integration layers, and real-time telephony infrastructure.
• Define and enforce architectural patterns for AI system reliability, latency management, failure recovery, and scalability across production environments.
• Make build-vs-buy-vs-integrate decisions for new AI capabilities; evaluate third-party models, frameworks, and platforms with a critical engineering eye.
• Establish and maintain technical documentation standards across all AI components, ensuring accuracy is kept current as systems evolve.
• Actively participate in design reviews, code reviews, and technical spike work — especially for high-risk or high-complexity components.
• Lead the implementation of core platform components where needed, including AI service integrations, orchestration logic, and platform APIs.
• Diagnose and resolve complex production issues including inference latency, integration regressions, and telephony quality problems.
• Prototype and validate new AI capabilities before committing to full implementation cycles.
• Build and lead a high-performing engineering team as headcount grows; initially operate as both a technical lead and individual contributor.
• Hire, onboard, and develop engineers with a focus on AI/ML fluency, software craftsmanship, and a bias toward continuous improvement.
• Foster a culture of psychological safety, technical rigor, and iterative delivery — where engineers learn from failure as readily as from success.
• Conduct regular 1:1s, provide candid performance feedback, and create individualized growth plans for direct reports.
• Serve as the primary engineering accountability owner for outsourced development partners as required; setting quality standards, reviewing deliverables, and managing the integration of external work into production systems.
• Evaluate third-party AI platforms, cloud services, and tooling; make and document vendor selection decisions.
• Ensure security, compliance, and data governance requirements are embedded into partner contracts and delivery expectations.
• Define and track engineering KPIs: deployment frequency, system uptime, latency SLAs, error rates, and mean time to recovery.
• Lead the team's adoption of modern development practices including AI-augmented development workflows, automated testing for ML outputs, and continuous deployment pipelines.
• Own the engineering budget and resource allocation; communicate tradeoffs clearly to the CTO.
• Collaborate with Product, Clinical, and Operations to translate requirements into reliable, scalable software — and to push back constructively when timelines or scope are unrealistic.
• Partner with the Director of Product Management to align technical roadmap sequencing with product strategy and customer commitments.
• Represent engineering in executive conversations; translate technical realities into business risk and opportunity language.
• Contribute to PerfectServe's broader AI strategy, sharing perspectives on emerging capabilities, architectural evolution, and responsible AI practices.

Director of Software Engineering

Product Manager

• Define and own the product strategy for PerfectServe’s AI answering service, including near-term delivery commitments and a longer-horizon vision for how AI evolves across the portfolio.
• Translate business objectives and clinical workflows into a prioritized, clearly reasoned product roadmap — and maintain it as a living document that reflects new information, not a static plan.
• Partner with the CTO and Director of Software Engineering to align roadmap sequencing with technical capacity, architecture constraints, and infrastructure investments.
• Lead ongoing customer discovery efforts: conduct interviews, site visits (virtual or in-person), and workflow observation sessions with clinical and administrative end users.
• Use modern AI tools to accelerate product work: generate prototypes and wireframes, run rapid concept tests, and explore technical feasibility before committing engineering resources.
• Identify and manage product-level compliance and safety considerations including HIPAA, minimum necessary data principles, and the appropriate use of AI in clinical decision-adjacent contexts.
• Own the relationship between product requirements and engineering delivery — writing precise, well-scoped specifications that reduce ambiguity without over-constraining implementation.
• Define the measurement framework for AI product performance: establish baselines, set targets, and drive quarterly reviews of key metrics with engineering and executive leadership.

Director of Product Management

Full-stack Engineer

• Solving complex problems as part of a team
• Writing code to standards, implementing best practices.
• Identifying, and communicating, technical debt and risk, and effecting resolutions.
• Collaborating with Product Owners in Release/Iteration planning.
• Developing, designing, and documenting based on business requirements within an Agile context
• Reviewing code for testability, maintainability and adhering to best practices.
• Mentoring junior members on the team.

Software Engineer

Customer Success Manager

• Lead, coach, and develop a blended team of Customer Success Advisors (CSAs) and Technical Leads (TLs), ensuring strong execution across customer engagement, technical troubleshooting, and adoption workflows.
• Drive measurable outcomes in customer adoption, value realization, renewal readiness, and overall account health across your assigned customer segment.
• Serve as the Customer Success product SME for your aligned PerfectServe solutions—participating in bug reviews, enhancement discussions, CAB/change-management meetings, product initiative development, and release readiness activities.
• Engage directly with a select portfolio of customers to model best-in-class relationship management, run strategic business reviews, and support executive-level conversations.
• Guide technical operations by overseeing Jira ticket trends, configuration needs, integration requirements, and escalation paths in partnership with Engineering and Support.
• Ensure operational excellence through strong forecasting, health score monitoring, playbook adoption, and team-level performance metrics.
• Lead customer communications for product releases, roadmap updates, change notifications, and service incidents—ensuring clarity, timeliness, and a customer-centric approach.
• Participate in the CS leader on-call rotation to manage high-impact incidents, coordinate Rootly updates, and ensure IR/RCA communications meet internal and customer expectations.
• Partner cross-functionally with Sales, Support, Product, Engineering, and Professional Services to ensure customers receive a cohesive, high-quality experience throughout their lifecycle.
• Champion continuous improvement by identifying opportunities to streamline processes, strengthen team workflows, and elevate the overall customer experience.

Manager, Customer Success

Vice President

• Own partner activation and commercialization, translating signed partnerships into clear commercial use cases, target accounts, and joint value propositions aligned to PerfectServe solutions
• Own partner sourced and partner influenced pipeline and revenue in partnership with Sales leadership, with defined contribution targets
• Engage directly in priority deals to establish and scale partner driven sales motions within provider and healthcare environments
• Build and codify repeatable partner playbooks, including when to engage partners, how to position joint value, and how to execute across the sales cycle
• Embed partners into core Sales workflows to drive consistent adoption and impact across the go to market organization
• Enable Sales teams with clear guidance, training, and support on partner engagement, including account planning and deal strategy
• Develop and deliver partner training, enablement, and collateral to support scale, particularly across reseller and channel partners
• Ensure partners are equipped with clear messaging, demo narratives, and materials required to effectively represent PerfectServe in market
• Partner with Marketing to execute targeted joint initiatives that generate qualified pipeline, while maintaining accountability for partner driven outcomes
• Partner with RevOps and Marketing Ops to track partner contribution, including pipeline creation, conversion rates, deal velocity, and revenue impact
• Establish and enforce clear rules of engagement between direct Sales and partners to drive alignment and reduce friction
• Introduce lightweight partner structures, including engagement models and incentives, to support scale based on proven success
• Build partner aligned demo narratives and improve partner and internal team demo proficiency to increase conversion and deal progression
• Establish a regular operating cadence with the CRO to provide readouts on partner performance, market feedback, and emerging opportunities
• Synthesize insights from Sales, customers, and partners to identify product gaps and market opportunities, informing future partnership sourcing priorities

Vice President, Partners & Channels

• Define where PerfectServe will compete across segments, customer profiles, and solution areas
• Establish clear strategic choices and tradeoffs to guide investment and focus
• Shape how the company wins in the market, including go-to-market approach and growth priorities
• Define ideal customer profile and segmentation strategy
• Own the strategic view of customer mix across segments, deal size, and lifecycle stage
• Recommend where to focus, expand, or deprioritize based on growth potential and performance
• Define strategy for priority growth areas, including non-acute care, ambulatory, and ASCs
• Identify and prioritize expansion opportunities across new markets and existing customers
• Establish clear entry strategies and growth priorities for targeted segments
• Provide commercial perspective on the potential impact of strategic partnerships
• Assess alignment to ICP, segments, and growth priorities
• Frame where partnerships can meaningfully contribute to growth and where they will not scale
• Bring visibility to how partnerships contribute to pipeline, expansion, and revenue
• Own development of commercial narratives for board and executive audiences
• Synthesize pipeline, performance, and market dynamics into clear, actionable insights
• Partner with the CRO to frame growth strategy, risks, and opportunities
• Operate as a strategic extension of the CRO, supporting prioritization and decision making
• Provide structured analysis to inform resource allocation and growth investments
• Act as a connector across Sales, Marketing, Product, Customer Success, and Strategy
• Define go-to-market strategy across segments, personas, and solution areas
• Establish commercial plays and coverage models at a strategic level
• Set direction for positioning, packaging, and pricing in partnership with Product and Marketing
• Provide commercial input into product positioning, packaging, and roadmap priorities
• Ensure market and customer insights are reflected in strategic recommendations
• Partner with RevOps and Finance on segmentation models, cohort analysis, and forecasting
• Use data to refine strategy and inform commercial priorities
• Leverage tools such as Claude to enhance analysis and scenario modeling
• Introduce AI-enabled approaches to improve speed and quality of decision making

Vice President, Commercial Strategy

Operations

• Support shift performance across phone, ticket and other interaction service levels, productivity, quality, and CSAT.
• Provide real-time direction to agents, including coaching, queue management, workload balancing, and escalation support.
• Monitor intraday performance and help adjust priorities to maintain service levels.
• Identify operational risks in real time and take corrective action, escalating when necessary.
• Ensure smooth shift to shift transitions by documenting key updates, issues, and risks.
• Reinforce operational standards and support a culture of open communication and accountability.
• Partner with Managers to share insights on performance trends and opportunities for improvement.
• Take initiative in adapting to evolving business needs, including new tools, processes, and priorities.
• Drive engagement and retention through consistent coaching, feedback, and recognition.
• Support and develop a small group of assigned agents (typically 5–6).
• Conduct weekly 1:1 coaching sessions with a focus on performance trends, skill development, and engagement.
• Provide timely, constructive feedback to support growth and improvement.
• Actively support coaching and development of assigned agents. Partner closely with Managers on performance management efforts, including formal improvement plans when needed.
• Foster a team environment that encourages ownership, collaboration, and accountability aligned with Support Center values.

Shift Operations Coordinator

Project Manager

• Manage and mentor a team of Project Managers, ensuring alignment with organizational goals and best practices.
• Foster a culture of accountability, collaboration, and continuous improvement.
• Refine existing PMO processes and create missing processes to ensure alignment by the team on expected delivery and outcomes.
• Collaborate between managers and directors across all platforms to align existing processes, areas of improvement, and project outcomes.
• Partner with Sales teams to assist in pre-sales activities, including scoping and developing Statements of Work (SOW).
• Provide guidance on project feasibility, timelines, and resource planning during the sales cycle.
• Participate in pre-sales calls to define implementation processes and data gathering prior to contract signature.
• Help manage SOW, pricing, timeline, and CRS templates to be utilized with the team.
• Coordinate with sales leaders and other professional services leaders on pricing and licensing needs with platform enhancements and new features.
• Coordinate with product teams for platform enhancements as a client advocate based on project needs and feedback.
• Escalate product functionality that would enable closing a sale or putting a go-live at risk.
• Maintain ownership of a limited portfolio of projects, applying PMO standards and best practices while modeling effective project delivery and supporting continuous improvement across the organization.
• Oversee operational processes for multiple product lines, including project setups in project management tools.
• Coordinate sales-to-services transitions to ensure seamless handoff and customer experience.
• Serve as an escalation point for project-related issues, driving resolution, and maintaining client satisfaction.
• Maintain client satisfaction surveys for post implementation clients.
• Help to coordinate with Customer Success and Support teams with project transitions.
• Create monthly status reports and assist in the creation of board reports quarterly.
• Be responsible for monthly and quarterly utilization and productivity reporting.

Manager, Project Management Office

iOS Engineer

• Be a technical leader and multiplier for the team. Proactively propose improvements to architecture, tooling, and release processes. Set and advocate for standards and best practices. Bring your peers along in the process.
• Operate with a high degree of autonomy while actively contributing to team direction. You surface risks, share context, and drive alignment.
• Proactively identify architectural risks, technical debt, and vendor concerns before they become problems. Flag them early and come with a point of view on how to address them.
• Understand, explore and question user requirements in order to create technical requirements that you can document, collaborate with, and explain to your team in clear, accessible terms.
• Create and review PRs with thoughtful, constructive feedback. Mentor peers and junior engineers across code reviews and broader technical development, supporting their growth in judgment and confidence.
• Quickly research and diagnose issues reported from live products and deliver fixes in a timely manner.
• Define release scope in collaboration with product, engineering and QA teams, ensuring clarity on features, fixes and technical improvements included in each release.
• Create unit and automated tests and support integrations and improvements to our CI/CD pipeline.
• Monitor release health using logs, metrics, automated alerts and customer feedback to identify regressions, instability, or performance issues.
• Bring a security-conscious mindset to your work. Think critically about access controls, data handling, and organizational security posture.