FamilyWell - Product Manager, Patient Experience

• Ensure our experience is cohesive, accessible, and built for the specific needs of perinatal patients • Own Patient NPS & Satisfaction Measurement • Design, run, and iterate on our Patient NPS program—from survey cadence to follow-up workflows • Analyze trends and report findings to leadership and relevant team owners • Define targets, track performance over time, and develop action plans when scores dip • Conduct Patient Research & Interviews • Conduct regular qualitative user interviews with our perinatal patient population, applying trauma-informed and culturally sensitive research practices • Synthesize insights into actionable summaries for Product, Clinical, and Operations • Maintain an ongoing research calendar to ensure continuous patient feedback loops • Map & Improve the Patient Journey • Identify and document patient experience pain points across the full care journey (intake, scheduling, therapy, transitions, offboarding) • Route pain points to the appropriate team with clear context, severity, and suggested solutions • Partner with Product and Clinical teams to prioritize and close experience gaps • Collect & Amplify Patient Stories • Build and manage a systematic process for collecting patient testimonials and success stories • Collaborate with Marketing and Clinical teams to use patient voices (with consent) in materials that reduce stigma and attract new patients • Support Partner Success & Clinic Collaboration • Partner with the Partner Success team to understand how FamilyWell’s OBGYN clinic partners experience the program on behalf of their patients • Identify friction points in the referral and care coordination experience between FamilyWell and partner clinics, and work cross-functionally to improve them • Serve as a liaison between partner-facing and patient-facing experience, ensuring insights from one inform the other • Lead Patient Repair & Issue Resolution • Serve as the solution engineer for FamilyWell’s patient repair function—the process by which patients report problems or concerns via phone, email, or other channels • Review and categorize logged patient issues, identify recurring patterns and root causes, and develop scalable solutions to address systemic problems • Own the rollout of fixes and improvements that close the loop for patients who experienced problems, coordinating across Clinical, Operations, and Product as needed • Track patient repair metrics over time and report trends to leadership as an ongoing signal of program health • 3–7 years of experience in patient/customer/user experience, UX research, or a closely related field • Background in design (UX, service design, or product design)—you can both conduct research and translate it into tangible improvements • Demonstrated experience running NPS or other structured feedback programs • Strong qualitative research skills, including conducting user interviews with real users • Exceptional communicator—able to translate patient voices clearly to clinical, product, and operational stakeholders • Empathy and sensitivity when working with patients navigating mental health challenges during a vulnerable life stage • Preferred • Preferred • Experience working in healthcare, digital health, or behavioral health settings • Familiarity with perinatal mental health (postpartum depression, perinatal anxiety, etc.) • Experience with tools such as Healthie, HubSpot, Spruce, or similar healthcare/CRM platforms • Knowledge of HIPAA requirements and privacy considerations in patient research • Please be aware of recruitment scams. FamilyWell will never ask candidates to pay money, request sensitive personal information early in the process, or conduct interviews over unsecured platforms. All official communication will come from an @familywellhealth.com email address.