Staff Product Manager, Client Experience

Two Chairs is building a new kind of mental health system based on the idea that the status quo isn’t good enough. Industry-best clinician experiences, better client outcomes, groundbreaking innovation, and access to the highest quality care are how we’ll raise the bar for the entire industry. With that, we're excited and honored to have been recognized as a 2024 Great Place to Work, 2024 Fortune Best Workplaces in the Bay Area, and 2023 San Francisco Business Times Bay Area Best Places to Work.

Diversity, equity, and inclusion are the principles guiding how we build our business and teams. We encourage interested candidates from diverse backgrounds to apply even if they don't think they meet every expectation of the role.

Our Perks and Benefits:

To support you at work, we offer some fantastic perks and benefits that reflect our mission of self-care and support, including:

• Equity in a high-growth start-up
• PTO program, including a Winter Office Closing: Christmas Day (Observed) through New Year's Day
• Comprehensive medical, dental, and vision coverage
• One-time $200 Work from Home reimbursement
• Annual $500 professional development stipend to support your professional development
• Annual $500 subsidized company contribution to your healthcare FSA
• Annual $500 wellness stipend to encourage and support a well-rounded and healthy lifestyle
• Paid parental leave

About the role: 

• Deep customer empathy and hunger to attack meaningful problems in the healthcare insurance landscape. As we build out our state expansion and revenue cycle strategy, you’ll lead the team to ensure we’re achieving our business goals and shipping intuitive products for our clients, partners, and operators. 
• Expertise in technical integrations to enable growth. You are a systems thinker who can think across technical, operational, and product complexities to drive the organization toward new growth levers.
• Build vs. buy experience. You’ve successfully navigated build vs. buy decisions and managed external technology partners to achieve business objectives. 
• Cross-functional collaboration. You’ll collaborate closely with Business Development, Finance, Care Coordination, Engineering, and Data to advocate for new investments and articulate how they will enable our growth at scale. 
• Natural leader and team player. You’ll be surrounded by smart, ambitious, and caring teammates who want to build great experiences together. You’ll define product strategy and mentor other Product Managers. 

As an organization, we are still early in our state expansion and revenue cycle strategy. You'll be responsible for shaping the vision and building or buying / integrating the tools that improve our clients and partners' experience with Two Chairs. 

Core Areas of Responsibility

Product strategy & execution for revenue cycle management platform [60%]

• You’ll build the roadmap for the revenue cycle and client-facing “cost” experience. You will take in a wide range of inputs across our business goals, client pain points, and our expansion ambition to understand and prioritize the most important work.  
• You’ll deeply know the full “revenue cycle” from client expectations when they sign up for care and confirm coverage through claim submission and reconciliation. You’ll partner closely with our head of RCM to identify the products we need across our internal tools, client-facing tools, and clinician-facing tools.  
• You’ll uncover opportunities and validate them based on an understanding of the market and our business. You’ll work with cross-functional leaders to drive alignment, often requiring frequent executive involvement
• You’ll define solutions that span teams and impact every user persona in our ecosystem, and define detailed product &  technical requirements to drive high impact 

Product strategy & execution for state and health plan expansion [30%]

• You’ll partner closely with our Business Development and Operations teams on state and health plan expansion and translate business needs to requirements for our client-facing and operational tools
• You’ll push the organization to drive towards technically scalable solutions that will enable us to provide access to in-network mental health coverage faster

Execution on integrations that enables client growth [10%]

• You’ll partner closely with our Staff Product Manager focused on new growth channels  as well as our Business Development and Marketing teams to build integrations with partners that enable new client growth and demand channels 

Impact and Success Indicators 

Where you’ll make an impact in the first 90 days:

• You’ll learn the ins and outs of our current revenue cycle management platform and state expansion business goals for 2024. You’ll embed yourself with the cross-functional team of business development, finance, and care coordination to deliver immediate business and client wins. 
• You’ll deliver a short-term (2024) and long-term (2025) for the revenue cycle and state expansion experience 
• You’ll lead the team in a strategy around our technical integrations and how they might enable growth (e.g. claims processing vendor, client-facing cost estimator tools & more)

 Where you’ll make an impact in the first year:

• You’ll become an expert of your 2-3 focus areas and deliver a year-long 2025 roadmap for them
• You’ll deliver a strategy for how to infuse integrations across our product surfaces to drive client growth
• You’ll teach the broader product development team best practices for leveraging partner integrations across our tooling

 You’ll be successful if you have:

• Experience with integrations and APIs. You have multiple years of experience as a Senior PM or above. You’re well versed in APIs, software integrations, and platform products.  
• An understanding of the health care reimbursement and the relationship between providers, payers and clients
• Have a proven ability to prioritize and pair bold product vision with strong execution - deeply focused on driving business value
• Understand a platform product’s multiple customers - internal users, clients, partners, and clinicians
• Can clearly communicate product decisions and the rationale behind them to external vendors and internal decision makers. You’re comfortable making decisions without consensus. You can help others make decisions by being persuasive. 
• Have deep experience working with both qualitative customer insights, and quantitative customer data to inform decisions. You’ve conducted user research, a/b tests and have worked closely with design researchers and analysts. You’re comfortable using the right approach to navigate ambiguity
• Are structured and organized, not ad hoc
• Demonstrable experience of leading and mentoring a team
• Are excited about navigating a hyper-growth, rapidly changing, and sometimes ambiguous environment (and helping others do so)

Please stay alert to protect yourself from sophisticated job scams during the recruiting process.

Only emails that come from twochairscareers.com or twochairs.com are legitimate recruiting messages. Our People Team will not send emails from other domains, or message you using WhatsApp or text messaging in the initial stages. We conduct all interviews by phone or Google Video, and we will never ask you for money or to download software.

More tips from the FTC to avoid job scams: https://www.consumeraffairs.com/news/ftc-offers-tips-on-avoiding-job-scams-041321.html 

 #LI-Remote #LI-AS1
All applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.