Product Manager, Comms at Heidihealth.com.au

HOWDY, WE’RE HEIDI 👋 “The AI startup growing faster than Canva” That’s what the Financial Review called us. In 18 months, we supported over 73 million patient visits and become one of the fastest-growing companies in the world. We pivoted from broad healthcare AI to building Earth’s finest AI Care Partner. Today, we support over 2 million patient sessions weekly across 116 countries and over 110 languages. Hundreds of thousands of clinicians use Heidi to complete documentation. Our mission is simple: strengthen the human connection at the heart of healthcare. We’ve found product-market fit with individual clinicians through our freemium medical scribe, transforming unstructured clinical visits into structured text artefacts. Clinicians and organizations quite like it. Now, we embark upon consuming more than just documentation. Every new job a clinician delegates to Heidi makes patients feel more attended to, cleans up health system logjams, and lets clinicians be clinicians again. That’s where you come in. THE ROLE We’re looking for a Product Manager who can build AI agents that handle the operational backbone of clinical practice. Autonomous agents that call patients, manage referrals, coordinate procedures, and follow up after surgery. Heidi’s Comms product builds multichannel AI communication: voice calls, texts, emails, bookings, reminders, and follow-ups for clinics. Specialist practices spend enormous time on the phone doing predictable, structured work. Screening referrals. Calling patients through multi-step preparation checklists. Chasing no-shows. Confirming appointments. We replace that work with AI agents that operate across voice, SMS, and email. You will own the product direction for Comms, partnering closely with engineering and GTM. The roadmap, team, and commercial motion exist. You are picking up a running operation. You need to understand how a specialist clinic’s front desk actually operates: referral pathways, pre-operative coordination protocols, day-of logistics, post-operative follow-up sequences. Then you need to translate those workflows into agent behaviour that handles real-world messiness. Low pickup rates. Patients who don’t respond to voicemail. Multi-step processes that span days. Integration with practice management systems that clinics already use. This role will be based in our San Francisco office. We don’t care about logos; the traditional insignia of competence. We’ll evaluate senior well-credentialed candidates and young, hungry hopefuls alike. WHAT YOU’LL DO - Own product strategy and roadmap for Heidi’s AI communication agents, setting clear goals and being held accountable to achieving them - Scope and ship new agent capabilities from concept to production, working directly with engineering and design - Spend significant time with customers to understand their operational workflows, pain points, and what good looks like in their environment - Translate complex clinical scenarios into precise agent specifications that engineering can build against - Own agent reliability and quality across voice, SMS, and email channels - Set measurable targets for agent performance and build the feedback loops to improve them - Align your roadmap with commercial needs so product capability reflects what customers are buying - Work with integration partners so agents can read and write real clinical data - Watch voice AI and agentic developments; decide when new capabilities should change your approach IF WE’D WORKED TOGETHER THE LAST 6 WEEKS, YOU’D HAVE: - Spent three half-days in clinics watching front-desk staff screen referrals, chase no-shows, and coordinate pre-operative prep by phone, mapping the full sequence from referral arrival to patient confirmation - Identified why 13 out of 15 outbound calls in a gastro practice went to voicemail, and shipped a channel fallback: call fails, SMS sent, scheduling link follows. - Written an agent workflow spec for a multi-step pre-operative preparation sequence that engineering could build without ambiguity: triggers, decision points, failure states, escalation to human. - Built a relationship with two clinic office managers who now give you direct, unfiltered feedback on what the agents get wrong and what patients actually say when they pick up. - Observed an agent hallucinate an appointment time during a live call, diagnosed the root cause (context window truncation), and shipped a fix before end of week. WHAT YOU’LL NEED - BA/BS in a technical or analytical field (e.g. Computer Science, Engineering, Information Systems, Analytics, Mathematics, Physics, Applied Sciences, or related) - 3+ years in product, operations, or technical roles, though we care more about what you’ve shipped than years on the clock - A romantic streak about software and a belief that great design transforms someone’s day - Strong customer empathy from spending real time with the people who use what you build - Ability to translate messy real-world processes into structured systems - You build with AI tools (Cursor, Claude Code, whatever ships faster) and can show what you’ve made with them - Fluency with core LLM concepts and systems (prompting, fine-tuning, embeddings, retrieval, evaluation) and the judgment to translate these into reliable, user-facing products - You default to building over requesting - Strong opinions, weakly held; you’ll shift the room when you’re right - Data fluency with diagnostic teeth; you can read logs and distinguish a model problem from a design problem from an integration problem IF YOU ANSWER ‘NO’ TO THESE QUESTIONS, THIS MAY NOT BE THE JOB FOR YOU: - Are you an execution powerhouse? - Have you shipped something this week? - Are you good at games? - Did you have a weird teenage hobby? - Are you able to execute without a legion of data analysts, product marketers, and research coordinators at your beck and call? - Does the prospect of making health systems a lot nicer make you feel fuzzy inside? WHY HEIDI? Our health systems hurt everybody. Systems are log-jammed, clinicians’ lives degrade in quality, and patients churn through the meat-grinder. This is neither a special nor interesting insight. However, it means we’re solving a real problem. Hundreds of thousands of clinicians use Heidi. Every clinician using Heidi gets hours back in their day. This is the starting point to build the product of your dreams: immense distribution, and a world of potential. You’ll join a team that doesn’t celebrate fundraise milestones, imaginary valuations, and glossy PR. We live and breathe the pain of modern health systems, and won’t rest until we’ve exacted the change we’d like to see. We’re medicos, engineers, and designers who’ve felt (on every side of the equation) what non-care feels like - the moral and practical toll as a provider or receiver. The bad news is it’s not an easy job - you will tear your hair out more than once. Modern technology company concepts don’t transpose unto healthcare easily. The lows are really low. The good news is you will trust and admire everybody you work with, and rest easy knowing you’re doing THE defining work of your career. The highs are blindingly high. Heidi will take care of you. We offer healthcare/dental/vision benefits, 401k with 3% company match, a $500 annual development budget, and serious equity. True A-players progress extremely fast here. The nature of the scale-up game is demanding, but we don’t track hours or micromanage - you’re trusted to perform. We value mental health and adapt to your schedule. We operate on outcomes > inputs, not process theatre. We all take the bins out, metaphorically and literally.