Staff/Principal Product Manager, Patient Experience
Job Description
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-facing products at a senior or lead level (Staff, Principal or equivalent scope). Leveling will be based on demonstrated scope of impact in the interview process
• Direct experience building consumer products, ideally including B2B2C or white-label models where the end user and the paying customer are different
• Demonstrated systems thinking: experience designing products that span multiple stakeholders, technical layers, or partner integrations
• Real, hands-on experience delivering AI-powered products and features, not just using AI tools in your work. You can speak to the tradeoffs, evaluation methods, and iteration cycles involved in bringing an AI capability to production
• Experience navigating the tension between enterprise partner requirements and end-user needs in a B2B2C model, particularly within healthcare or other highly regulated industries, and building product decision frameworks that satisfy compliance, brand, and clinical constraints while still serving the end consumer well
• Outstanding written and verbal communicator who can move fluidly between consumer experience detail and executive-level strategy
• A track record as a builder: comfortable in ambiguity, willing to get hands-on with design, data, or requirements detail when needed to keep Engineering moving fast
Skills & Competencies
• Mix of vision and execution: able to set a compelling multi-year direction and also drive the week-to-week product decisions that translate into shipped work
• Strong product sense for consumer experience, balanced with the operational and technical judgment needed for a B2B2C model
• Experience partnering with enterprise or channel partners on product decisions
• Technical fluency across APIs, integration patterns (webhooks, headless architectures, MCP and other emerging protocols), and platform product design
• Comfortable synthesizing input from clinical, engineering, data, and partner stakeholders into a clear product direction
• Data-driven, with the judgment to know when qualitative signal matters more than a metric
• High ownership and autonomy; thrives in a fast-moving, lean environment
Salary and Perks
Pay Range: $201,700-$301,700 plus equity
Final offer amounts are determined by multiple factors including, but not limited to, the final level determined (Staff or Principal), scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.
Wheel is unable to consider sponsoring a new qualified applicant for employment authorization for this position.
As an employee of Wheel, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, including:
• Medical, Dental and Vision
• Ancillary: Life, Short and Long Term Disability
• 401K match
• Flexible PTO
• Parental Leave
• Stock options
• Additional programs and perks
Wheel is committed to equal employment opportunities for all team members. Every decision we make regarding employment is solely based on merit, competence, and performance. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.
Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role.
Requirements
Department: Research & Development
Team: Product