Staff/Principal Product Manager, Patient Experience

Job Title: Staff/Principal Product Manager, Patient Experience Location: Remote, USA About the Company Wheel is evolving the traditional care ecosystem by equipping the nation's most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting www.wheel.com . About the Role As a Staff/Principal Product Manager, Patient Experience at Wheel, you will own the strategy and roadmap behind the consumer-facing experience that patients use to access care through our enterprise partners. This is a B2B2C role: our patients interact with Wheel through partner brands, so you'll need to design experiences that satisfy a consumer's expectations for a modern healthcare product while also meeting the technical, brand, and compliance requirements of large enterprise partners. You'll operate at a systems level, connecting patient-facing experience decisions to the underlying clinical, operational, and platform architecture that makes those experiences possible. You bring real hands-on experience shaping AI-powered product, not just using AI tools in your own workflow. This is a builder role for a senior product leader who can set a multi-year vision for patient experience and drive it forward through close, hands-on partnership with Engineering. What You'll Do (Job Duties/Responsibilities) Strategy & Vision Define the multi-year vision and roadmap for the patient experience across Wheel's white-labeled consumer surfaces, balancing partner-specific requirements with a coherent, scalable core product Establish a point of view on where the patient experience should be standardized across partners versus configured per partner, and build the frameworks to support that decision-making Translate enterprise partner requirements across market segments into a unified product strategy that serves patients well regardless of the front door they came through Champion design as a strategic differentiator; work hand-in-hand with Design to set a bar for what a trustworthy, AI+human powered patient experience looks like at scale Systems Thinking & Cross-Functional Execution Map the patient journey end to end, from first touchpoint through clinical encounter to follow-up, and identify where friction, drop-off, or trust gaps occur Partner closely with Engineering, Clinical Operations, and partner-facing teams to design solutions that hold up across a distributed network of clinicians and multiple partner integrations Define the product requirements, success metrics, and evaluation criteria for AI-driven capabilities within the patient experience (for example, intake, triage support, or personalization), including partnering on model and product tradeoffs and on iteration post-launch based on real usage data Break down ambiguous, cross-functional problems into clear requirements and plans, and drive alignment with Engineering from concept through launch and iteration Cross-Functional Leadership Act as a primary product voice in conversations with Account Management and their enterprise partners about patient experience, translating patient experience strategy into terms that resonate with partner stakeholders Communicate vision, tradeoffs, and progress clearly to executive leadership, engineering teams, and non-technical partner stakeholders alike Mentor and influence other product managers on systems thinking and product craft in partnership with their managers Who You Are (Job Qualifications) 8+ years of product management experience, with a track record of owning consumer-