Sr. Product Manager - AI & Data (Patient Experience & Commercial Operations Focus) at Natera

Role Overview We are seeking a Senior Product Manager to lead the strategy and execution of data products, AI/ML systems, AI-powered tooling, and automation initiatives across Patient Experience and Commercial Operations. This role is focused on improving how patients navigate testing and billing while enabling operational teams to efficiently progress cases from order to completion. You will play a crucial role in supporting initiatives to reduce friction, improve patient trust, and increase operational efficiency, ultimately driving better conversion, collections, and experience. You will partner closely with Patient Experience (e.g., digital products, billing, support channels, phlebotomy, and patient services) and Commercial Operations (e.g., customer success, case management, clinical coordination, and workflow operations) teams to identify bottlenecks, unlock scale, and deliver measurable outcomes. Operating in an embedded model, you will align with business stakeholders while building through centralized Data & AI platforms, standards, and governance. You will own the full product lifecycle from discovery through production, ensuring solutions are adopted, trusted, and deliver impact across experience, operations, and revenue. This is a technical product role requiring fluency in data systems, modern data platforms, ML, and emerging AI patterns (e.g., LLMs, agentic systems), combined with strong experience and stakeholder intuition across the associated functions. The role has direct ownership of high-impact initiatives that deeply influence organizational success. What You’ll Do Strategy & Roadmap • Define and own the Data & AI product strategy and roadmap for the Patient Experience + Commercial Operations pod by deeply partnering with business leaders to proactively identify high-impact opportunities, shape problem definitions, and drive aligned priorities • Translate ambiguous business problems (e.g., stuck cases, fragmented patient communication, support inefficiencies) into clear product direction and measurable outcomes Discovery, Experimentation, & Requirements • Be hands-on with data: query datasets, review schemas, and validate assumptions through analysis • Lead end-to-end product discovery with interviews, workflow mapping, data assessments, ROI modeling, etc. • Define clear product requirements (PRDs, user stories, acceptance criteria) and success metrics • Design and run experiments to validate product performance and measure causal impact • Establish leading indicators and KPIs for proactive health assessments Delivery, Data, & ML Lifecycle • Partner with data and AI/ML engineering resources to deliver scalable products and capabilities • Guide development of robust data pipelines and unified data models (360° views across key entities) • Own the end-to-end ML lifecycle: feature definition, evaluation, deployment, monitoring, drift detection, and retraining • Ensure training–serving consistency, model versioning, and clear deployment decision gates • Establish strong observability across data pipelines and models (data quality, latency, reliability, cost) AI Productization • Define and implement AI product patterns, including agentic workflows and RAG • Establish evaluation frameworks for LLM-powered features (faithfulness, relevance, safety, cost, latency) • Partner with engineering to implement prompt strategies, guardrails, and continuous evaluation pipelines • Drive build vs. buy decisioning and proofs of concept Governance, Compliance, & Data Quality • Ensure data products meet regulatory and compliance requirements • Champion data quality, lineage, and reliability through data contracts and observability standards • Maintain strong documentation practices (e.g., model cards, dataset documentation, audit trails) • Partner with governance teams (Security, Legal, Compliance, AI Governance) to operationalize AI responsibly Adoption, Change Management, & Impact • Launch products with supporting enablement activities to ensure solutions are embedded in workflows with confidence • Partner with stakeholders to integrate products into proactive, day-to-day decision-making • Monitor product usage, performance, and business outcomes to iterate based on data and feedback • Quantify and communicate impact (e.g., revenue lift, cost reduction, cycle time improvements, forecasting accuracy) • Influence stakeholders across Patient Experience and Commercial Operations without direct authority Qualifications Required • 7–10+ years of product management experience, including 3+ years building data products, AI/ML systems, or related platforms • Demonstrated domain fluency in Patient Experience and Commercial Operations • Strong understanding of patient journeys, support channels (e.g., chat, voice, call centers), and operational workflows that drive conversion and test completion • Familiarity with key domain-relevant tooling (e.g., patient portals and support platforms) and associated data • Strong technical acumen (e.g., querying data, working in notebooks for EDA and experimentation, modeling datasets) • ML/MLOps literacy (evaluation metrics, experimentation, feature stores, CI/CD, monitoring, drift) • Experience shipping LLM-powered or AI products (prompting, RAG, evaluation frameworks, guardrails) • Familiarity with modern data stacks (e.g., Snowflake, dbt, AWS/SageMaker, Airflow/Dagster) • Strong stakeholder leadership and communication skills, with the ability to work across technical and business teams • Experience working in regulated environments (e.g., healthcare, life sciences, fintech) Preferred • Advanced degree in a technical and/or business discipline • Experience in healthcare, diagnostics, life sciences, and/or digital health • Familiarity with healthcare data domains and systems, including patient, provider, payer, claims, billing, and clinical trial data • Experience with vendor evaluation, platform selection, or external AI tooling ecosystems What Success Looks Like • Production-grade data and AI products are deployed and embedded in day-to-day decision-making workflows • Measurable improvements in key business metrics (e.g., case completion turnaround time, patient satisfaction, cost-to-serve) • Reliable, high-quality data foundations connect patient, provider, clinical, operational, and billing/financial insights end-to-end • AI systems are continuously monitored, evaluated, and improved with measurable business impact • Internal teams have transparent access to the function’s roadmap, trust in delivery against it, and visibility into the evaluation logic that prioritizes initiatives based on their impact to organizational goals The pay range is listed and actual compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years & depth of experience, certifications and specific office location. This may differ in other locations due to cost of labor considerations.Remote USA$140,600—$175,700 USDOUR OPPORTUNITY Natera™ is a global leader in cell-free DNA (cfDNA) testing, dedicated to oncology, women’s health, and organ health. Our aim is to make personalized genetic testing and diagnostics part of the standard of care to protect health and enable earlier and more targeted interventions that lead to longer, healthier lives. The Natera team consists of highly dedicated statisticians, geneticists, doctors, laboratory scientists, business professionals, software engineers and many other professionals from world-class institutions, who care deeply for our work and each other. When you join Natera, you’ll work hard and grow quickly. Working alongside the elite of the industry, you’ll be stretched and challenged, and take pride in being part of a company that is changing the landscape of genetic disease management. WHAT WE OFFER Competitive Benefits - Employee benefits include comprehensive medical, dental, vision, life and disability plans for eligible employees and their dependents. Additionally, Natera employees and their immediate families receive free testing in addition to fertility care benefits. Other benefits include pregnancy and baby bonding leave, 401k benefits, commuter benefits and much more. We also offer a generous employee referral program! For more information, visit www.natera.com. Natera is proud to be an Equal Opportunity Employer. We are committed to ensuring a diverse and inclusive workplace environment, and welcome people of different backgrounds, experiences, abilities and perspectives. Inclusive collaboration benefits our employees, our community and our patients, and is critical to our mission of changing the management of disease worldwide. All qualified applicants are encouraged to apply, and will be considered without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, age, veteran status, disability or any other legally protected status. We also consider qualified applicants regardless of criminal histories, consistent with applicable laws. If you are based in California, we encourage you to read this important information for California residents. Link: [Upgrade to PRO to see link] Please be advised that Natera will reach out to candidates with a @natera.com email domain ONLY. Email communications from all other domain names are not from Natera or its employees and are fraudulent. Natera does not request interviews via text messages and does not ask for personal information until a candidate has engaged with the company and has spoken to a recruiter and the hiring team. Natera takes cyber crimes seriously, and will collaborate with law enforcement authorities to prosecute any related cyber crimes. For more information: - BBB announcement on job scams - FBI Cyber Crime resource page