Head of Member Experience Product Management

About Antidote Health

Antidote Health is a tech-driven health insurance company on a mission to make healthcare easy, accessible, and more affordable. We're rethinking how healthcare works—using technology to remove the friction, complexity, and delays that define the traditional system. Instead of navigating paperwork, long waits, and disconnected experiences, we're building a simpler, more connected way for people to get care.

Our platform combines health coverage, virtual care, and a modern member experience into one seamless system designed to help people actually use their benefits.

We offer Affordable Care Act (ACA) health plans in Arizona and Ohio, and we're growing quickly. We're building a company focused on solving real problems—with real impact on people's lives.

Position Overview

Antidote's members interact with us through a portal, a telehealth system, messaging, and a customer service team. Today those experiences are fragmented and too many routine tasks still require a phone call. You will own the end-to-end member experience and make it world-class: simple, self-service by default, and proactive enough that members engage with their care before we have to chase them.

You lead the Member Experience product group, with one Product Manager reporting to you today. This is a player-coach role: you set direction and coach your PM, and you personally own roadmap items. You are accountable for every outcome in the group, not just the ones you delegate.

This role is open to remote, but preference will be given to strong candidates that are located in NYC or within a commutable distance to our office. Our team is typically in the office on Tuesdays and Wednesdays in our Times Square, NYC office.

Key Responsibilities

Member Experience Strategy & Roadmap (30%)

• Define the member experience vision and a sequenced roadmap tied to measurable self-service and engagement outcomes
• Own group-level KPIs: telehealth adoption, self-service booking rate, bot resolution rate, answer accuracy, and member satisfaction
• Prioritize across squads and secure alignment with Clinical, Operations, Customer Service, Growth, and Engineering leadership
• Present roadmap, progress, and trade-offs to the executive team

Hands-On Product Ownership (40%)

• Lead the roadmap for Antidote's member-facing products: the telehealth experience, the member portal and app, AI-driven engagement and customer service assistants, and member billing
• Make scheduling, care access, and getting answers self-service by default — fast, low-friction, and available in any channel a member chooses
• Drive AI-powered engagement that proactively guides members to care and resolves routine service needs without a human handoff
• Ensure member-facing capabilities are built as reusable services so new experiences (bots, apps, messaging) can be assembled without rebuilding
• Write PRDs, define acceptance criteria, run discovery with members and CS agents, and partner with Engineering and Design through delivery

Team Leadership (20%)

• Manage, coach, and grow the Member Experience PM; set clear goals and raise the bar on discovery, specs, and execution
• Build hiring plans as the group expands and run the interview loop for new PMs
• Establish product operating rhythms: roadmap reviews, sprint ceremonies, KPI reviews, and launch readiness

Analytics & Operations (10%)

• Define the metrics and instrumentation needed to measure member experience — access, utilization, self-service adoption, and service quality — and make them usable by Clinical and Operations leaders
• Own maintenance and urgent-issue triage for member-facing systems

Qualifications

Required

• 8+ years of product management experience, including 2+ years managing product managers
• Shipped consumer-facing digital products at scale — web and mobile — with a track record of moving self-service and engagement metrics, not just feature output
• Hands-on experience shipping LLM/conversational products (chatbots, virtual assistants) and defining accuracy and guardrail metrics for them
• Strong systems thinking: comfortable with APIs, integrations, and platform trade-offs alongside UX
• Excellent written communication; able to run executive reviews and write PRDs engineers trust

Strongly Preferred

• Health plan, telehealth, or digital health experience; working knowledge of HIPAA
• Experience with scheduling/telehealth platforms, EMR integrations, or CRM/case-management systems (Salesforce)
• Experience with engagement/messaging platforms (SMS, email, Braze or similar)
• Familiarity with Monday.com or Jira and agile delivery across multiple squads
• Experience building a product function or group from a small team

Compensation and Benefits

• Base salary range: $215,000-$250,000 (commensurate with experience and location)
• Eligible for equity
• Comprehensive benefits package including medical, dental, vision
• 401(k)
• Paid vacation and sick time and company holidays

Company Standards and Expectations

• Employment is at-will, meaning either the employee or the company may terminate employment at any time, with or without cause, in accordance with applicable law
• Employees are expected to adhere to all company policies, including confidentiality, data protection, and code of conduct
• Responsibilities may evolve based on business needs, and flexibility is expected as the company scales
• Compliance with all applicable federal, state, and local laws and regulations is required

Equal Opportunity Statement

Antidote Health is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other protected status under applicable law.