Senior Product Manager

Bluedrop is looking for a Senior Product Manager to own the end-to-end experience for how patients and clinics engage with our platform. You will be part of the team responsible for the full patient and clinic customer journey. Driving measurable improvement in the metrics that matter most to the business: patient engagement, patient compliance, and operational efficiency for the teams who support these patients day to day.

You will report to the Head of Product and work closely with Engineering, the Patient Engagement team, Clinic Account Management, and Senior Leadership. You will be expected to define the why, prioritize against outcomes, and be accountable for whether improvements that move the needle.

Core Areas of Ownership

Product management of software systems used to deliver patient and clinic journeys.

Patient Journey:

• Onboarding: getting new patients set up and engaged from day one
• Compliance: driving and sustaining patient compliance with scanning protocols
• Health issue management: ensuring flagged clinical observations are surfaced and actioned appropriately
• Technical issue management: minimizing friction from device/app problems and ensuring fast resolution paths

Clinic Journey:

• Onboarding new patients into a clinic's care pathway
• Onboarding prescribers and clinic managers onto the platform
• Escalation management: ensuring issues route to the right person, fast
• Patient population management: giving clinics visibility and control over their patient cohorts

Engagement Team Tooling:

• Owning the tooling roadmap (Zoho suite, Metabase) that determines how efficiently the Patient Engagement team can operate at volume
• Balancing agent/team efficiency against patient experience

Key Software Products You'll Work With

• Zoho Suite (CRM, Desk) for core case management and customer engagement platform
• Telephony (GoTo) for contact centre calling infrastructure
• Metabase for reporting and dashboards for Clinic, Customer, and Account Management teams
• Patient Monitoring Platform for Bluedrop's internally created tools for monitoring patients.

What Success Looks Like

• Good dashboards with metrics that measure the areas of the business we want to improve
• Clear roadmaps for upcoming work
• Requirements produced in conjunction with the Software Development team enabling successful delivery of the work

Improvement to core business areas:

• Improvement in top-level patient compliance and engagement metrics
• Reduced time-to-resolution on clinic and patient escalations
• Increased Engagement Team throughput/efficiency without sacrificing patient experience
• Clean, scalable onboarding flows for both new patients and new clinics
• Improved clinic feedback and referral rates

Experience We're Looking For

• 5 years of Product Management experience, ideally at Senior level, owning a product area end-to-end (not just delivery)
• Hands-on experience with CRM platforms (Zoho experience a distinct advantage)
• Experience building software for Contact Centre / high-volume repeatable-task environments
• Experience building reports and dashboards for:
• Operational team management (efficiency, throughput, workload)
• Regular customer/patient contact (engagement, outreach, compliance tracking)
• B2B2C product experience, so you are comfortable designing for two distinct end users (the clinic and the patient) within one connected journey
• Exposure to Sales Orders, Purchase Orders, and Accounting processes
• Comfortable working directly with engineering teams and translating ambiguous operational problems into clear product direction

Nice to have

• Experience with medical devices, healthtech, medtech, or another regulated/compliance-driven industry
• Experience with contact centre platforms
• Familiarity with quantitative analysis (SQL or similar) to self-serve insights

This is a remote position. We can accept candidates from the Ireland, UK and East Coast of the USA.