Product Manager, Client Experience

Job description

**Join a team that’s transforming mental healthcare.** [Founded by psychiatrists](https://headlight.health/join-our-team/), Headlight is more than a company: it’s a movement. A movement that exists on the front lines of the mental health crisis, transforming the way people access care and the way clinicians deliver it. In order to help people in their time of need and ensure that every person who comes to us has options, we are transparent about our capabilities, treatments, and coverage, we champion innovation, and we leverage our rich data to continuously implement better ways of delivering care. **Our mission is simple but powerful: Improving lives, one session at a time.** Our highly skilled and principled clinical team enjoys autonomy and institutional support so they can put their focus where it should be: on improving patient outcomes. Our clinicians want to do more than help individual clients, so they work to affect the system as a whole, elevating standards of care so that their efforts reverberate far beyond what they could do in private practice. As the most trusted behavioral health partner in the Western U.S., we’ve established deep relationships that give us unparalleled access, interoperability, and first-priority referrals. This exclusivity, combined with our best-in-class coordinated care and feedback loops, results in superior outcomes and cost savings. Our services are convenient, accessible, and expert, combining personalized client engagement with advanced technology to enhance, not replace, human connection. Indeed, we hold that human-to-human relationships are indispensable, so from the match to the session to the time between sessions, we provide whole person care so nobody falls through the cracks and there is a brighter path forward for all. A client's relationship with Headlight starts long before their first session and extends far beyond it. The moment they learn about us, explore their options, complete intake, meet their clinician, engage between appointments, and ultimately build lasting progress - every touchpoint in that journey is a product decision. This role exists to make each one exceptional. This role is not just about building great product; it is about transforming how an entire organization thinks about the people it serves. The right person will not just own the client roadmap; they will influence how clinical teams, operations, partnerships, and leadership understand and prioritize the client experience. They will ensure the client perspective informs decisions at every level of the organization, translating discovery and data into a clear point of view that shapes clinical, operational, and strategic priorities alike. You will own everything that shapes how a client engages with Headlight: onboarding, Care Hub, self-service tools, AI-assisted care features, and our CRM integrations. If you are motivated by the idea that thoughtful product decisions can change someone's relationship with their own mental health care, this role was built for you. ### Our Pillars - **Make things easier.** - **Forge genuine connections.** - **Elevate the standard.** ### What You'll Do - Own the full client journey - from how a prospective client first encounters Headlight, through intake and onboarding, into active care, and across every touchpoint in between; ensuring the experience at each stage is intentional, warm, and designed to keep clients engaged. - Position Headlight client portal as an engagement platform that gives clients a meaningful, personalized connection to their care at every phase: before sessions, between them, and as they make progress over time. - Drive discovery as a core practice; talking to clients, understanding drop-off, diagnosing where and why engagement breaks down, and turning those insights into prioritized product decisions. - Apply rigorous build vs. buy judgment on every initiative: know when a third-party engagement or care tool accelerates us, when it constrains us, and when building for differentiation is the right call. - Own the partner experience; referral flows, partner sign-up, and the feedback loops that make our external partnerships work seamlessly for the clients they send us. - Measure success across the full journey: conversion through intake, time to first session, session attendance, engagement between appointments, retention through a full course of care, and ultimately the clinical outcomes that reflect whether clients are getting better. ### What You'll Bring - 5+ years of product management experience with a strong UX and discovery orientation - you are comfortable going from zero to insight to shipped product. - Experience building consumer-facing digital products, ideally in a high-stakes or regulated domain where the experience genuinely affects outcomes. - Comfort prototyping and concepting interfaces using AI design tools. - AI literacy applied to product decisions: you can evaluate tools, think critically about where AI adds real value for users, and make informed build vs. buy calls. - A bias toward discovery - you talk to users before writing specs, not after, and you build that practice into the team around you. - The ability to measure what matters: outcomes like - adherence, retention, session attendance, and evidence of progress through a care plan. - Experience in healthcare or behavioral health is a plus, but a genuine passion for the mission and the client problem is non-negotiable. ### Why This Role We are hiring a dedicated PM who wakes up every day thinking about how to deepen client engagement and move the needle on care outcomes. You will have real authority over the roadmap, a direct line to the Head of Product, and a counterpart in the Clinical Experience and Operations PMs working in lockstep. The chance to re-imagine how a behavioral health company keeps clients connected to their care by using AI, personalization, and great product thinking. ### Benefits - W2 role with competitive compensation - Medical, Dental and Vision on the first of the month after employment - Paid Vacation, Sick, and Holiday time - Employee Assistance Program (EAP) provides confidential counseling services, resources, and support to help you navigate personal or professional challenges. - 401(k) plan with company contribution - Opportunity to work in a cutting-edge healthcare technology environment - Professional development opportunities and training - Collaborative and supportive work culture - Impactful role contributing to the enhancement of patient care and healthcare processes