SleepRes™, Inc.

Product Manager

• Develop and execute product roadmaps for CPAP masks, respiratory interfaces, and related accessories.
• Conduct market analysis to identify customer needs, competitive trends, and growth opportunities.
• Define product requirements and business cases for new product development initiatives.
• Manage the full product lifecycle, including product launches, enhancements, and end-of-life planning.
• Monitor portfolio performance and recommend actions to improve market share, profitability, and customer satisfaction.
• Gather and synthesize feedback from patients, sleep clinicians, respiratory therapists, DME providers, and healthcare systems.
• Conduct customer interviews, usability studies, and field observations to identify unmet needs.
• Translate clinical and user insights into actionable product requirements.
• Collaborate with Engineering, Industrial Design, Human Factors, Clinical, Regulatory, Quality, and Operations teams throughout development.
• Define product specifications, user requirements, and acceptance criteria.
• Support risk management, usability engineering, and validation activities.
• Participate in design reviews and ensure products meet customer and regulatory expectations.
• Develop product positioning, value propositions, and go-to-market strategies.
• Support sales training and creation of customer-facing materials.
• Partner with Marketing to develop launch plans and commercialization strategies.
• Track launch performance and customer adoption metrics.
• Serve as the primary product champion across the organization.
• Lead cross-functional teams to achieve project milestones, timelines, and business objectives.
• Facilitate alignment among stakeholders while balancing technical, commercial, and customer priorities.

Product Manager – CPAP Masks, Interfaces

Customer Support

• Respond promptly and professionally to customer inquiries via phone, email, and chat
• Assist customers and patients with order management, product and service questions, troubleshooting, complaint resolution, and general support needs
• Develop and ultimately follow established SOPs, documentation requirements, and escalation procedures for customer issues, complaints, and service requests
• Accurately document customer interactions and update records in Salesforce, NetSuite, Microsoft Office, and other internal systems
• Maintain professionalism, empathy, and strong communication skills while assisting customers and patients
• Make outbound calls for follow-up, customer feedback, and additional service support as needed
• Review customer feedback and identify trends to recommend service and process improvements
• Demonstrate strong phone etiquette and deliver positive customer experience across all communication channels
• Collaborate with team members to streamline processes and strengthen overall customer support
• Manage time effectively and work independently in a remote environment
• Adhere to scheduling, attendance, productivity, and quality expectations within a virtual contact center setting
• Maintain confidentiality and ensure compliance with HIPAA and company data security standards
• Navigate multiple systems and applications simultaneously while assisting customers
• Participate in virtual team meetings, training sessions, and coaching activities

Product Manager – CPAP Masks, Interfaces

Customer Care Specialist