About the Role

SafeRide Health is seeking a Product Manager to own day-to-day operations, launches, and continuous improvement of an AI-powered Interactive Voice Response (IVR) platform that automates member call handling across health plan networks. This is not a traditional roadmap-focused PM role—you will operate at the intersection of product, operations, and vendor management, requiring comfort both monitoring live performance data and driving complex, cross-functional launches. This role directly impacts member access to care by ensuring our AI voice agent delivers a reliable, high-quality experience at scale.

Job Responsibilities

• Monitor daily performance metrics for the AI system, including success rates, failure rates, and handoff trends—especially following releases or new plan launches
• Use data to develop and test hypotheses to improve system performance and member experience
• Diagnose production issues and member complaints by listening to calls directly in the AI platform, identifying root causes, and coordinating resolutions
• Lead post-launch monitoring windows to validate performance and catch issues early, combining dashboard analysis with direct call listening.
• Understand SafeRide API capabilities and limitations, and recommend specific enhancements needed to deliver required outcomes
• Intake health plan SOPs from internal stakeholders and translate them into clear, AI-compatible requirements for implementation
• Review UAT packages from the AI vendor, testing end-to-end call flows, identifying bugs, and providing go-live sign-off
• Manage phased rollouts across health plans, tracking readiness, dependencies, and rollout sequencing
• Serve as the primary internal point of contact for AI system updates, issues, and launches, providing clear, audience-tailored communication to leadership, operations, and growth teams
• Act as the primary partner to the AI vendor, managing bug fixes, feature development, UAT, and launch execution
• Maintain accurate, up-to-date plan configuration documentation as a source of truth for active plans, credentials, and routing logic
• Partner closely with internal AI, operations, and growth teams to align on priorities, support implementations, and drive adoption of new capabilities.

Required Qualifications:

• 3–5 years of product management experience or experience owning technically complex systems or platforms
• Experience working with AI-powered tools, automation systems, or vendor-delivered technology platforms
• Comfort working with data dashboards and interpreting performance signals to drive decisions and improvements
• Experience supporting launches, UAT processes, and post-launch monitoring in a production environment
• Strong cross-functional communication skills, with the ability to translate between technical teams, operations, and business stakeholders
• Highly detail-oriented, with strong ownership of execution, QA, and rollout quality
• Ability to operate with ambiguity and apply sound judgment in situations without a defined playbook .

Preferred Qualifications

• Experience working with voice technology, IVR systems, or conversational AI platforms
• Experience in healthcare, Medicaid, Medicare Advantage, or other regulated environments
• Experience managing external vendors as a core product delivery partner
• Familiarity with APIs, system integrations, and backend service limitations
• Experience supporting multilingual QA processes or coordinating Spanish-language call reviews.

Benefits:
We offer a remote-first work environment, competitive compensation, and comprehensive benefits including:

• Career growth and development opportunities in a mission-driven organization
  
• Competitive salary, annual bonus opportunities, and equity options
  
• Remote with flexible hours
  
• Comprehensive medical, dental, and vision insurance
  
• 401(k) with company match
  
• Generous PTO, paid company holidays, and paid parental leave.

About Us:
SafeRide Health is a technology and services company dedicated to reducing barriers to care by improving the delivery of non-emergency medical transportation to people across America. SafeRide employs proprietary technology, paired with a nationwide network of vetted transportation providers. This enables payers and health systems to deliver cost-effective, on-demand transportation intelligently, enhancing the patient experience in the process. SafeRide serves the largest Medicare Advantage, Medicaid, and provider programs in the country. Learn more at www.saferidehealth.com.