What are the responsibilities and job description for the Product Manager, Patient Support position at Hone Health?
About Hone
Hone is an online medical clinic at the forefront of transforming healthcare and enhancing longevity. We use cutting-edge scientific advancements to empower men and women to take control of their health and unlock their full potential. Our people are the heart of everything we do and drive our success. We approach every project through our brand values:
Our Ideal Candidate
Our ideal candidate is a mission-driven, motivated multi-tasker who is invested in work that is fulfilling and impactful. They embrace change and tackle challenges with enthusiasm. They have an "all-in" disposition towards work, understanding that we are a fast-paced, high-growth organization with evolving priorities. They can excel at both independent tasks and collaborative work, leading with clear and candid communication. They exhibit humble leadership—the ability to drive initiatives forward while remaining excited about continuous learning and development opportunities. They feel strongly about being part of a team that advocates for people to live longer and better lives.
About The Role
As Product Manager, Patient Support, you will build the internal tools and systems that enable Hone's Customer Support team to deliver fast, effective and empathetic support at scale. You will report directly to the Head of Product Management and partner with our engineering, design and operations teams to enable a best-in-class patient experience.
What You'll Do
$130,000 - $160,000 based on location and experience
Benefits*
Hone wants our team to be in the best condition of their lives, so we offer a range of benefits including:
Hone is an online medical clinic at the forefront of transforming healthcare and enhancing longevity. We use cutting-edge scientific advancements to empower men and women to take control of their health and unlock their full potential. Our people are the heart of everything we do and drive our success. We approach every project through our brand values:
- Fight for the Customer
- Execute Ruthlessly
- Communicate Candidly, Clearly, and Kindly
- Collaborate Selflessly
- Practice Calculated Risk-Taking
- Maximize Joy and Gratitude
Our Ideal Candidate
Our ideal candidate is a mission-driven, motivated multi-tasker who is invested in work that is fulfilling and impactful. They embrace change and tackle challenges with enthusiasm. They have an "all-in" disposition towards work, understanding that we are a fast-paced, high-growth organization with evolving priorities. They can excel at both independent tasks and collaborative work, leading with clear and candid communication. They exhibit humble leadership—the ability to drive initiatives forward while remaining excited about continuous learning and development opportunities. They feel strongly about being part of a team that advocates for people to live longer and better lives.
About The Role
As Product Manager, Patient Support, you will build the internal tools and systems that enable Hone's Customer Support team to deliver fast, effective and empathetic support at scale. You will report directly to the Head of Product Management and partner with our engineering, design and operations teams to enable a best-in-class patient experience.
What You'll Do
- Own the roadmap for Patient Support, spanning Zendesk AI protocols, customer support tooling, task management, and workflow automation
- Define and track support KPIs (e.g., CSAT, first reply time, average handle time, % tickets deflected)
- Partner with leadership to identify operational blind spots and prioritize opportunities for workflow improvement and automation
- Collaborate with design, engineering, and operations to define, design, and launch tooling that reduces friction for customer support agents and patients
- Partner with our analytics and AI teams to design, test, and refine AI protocols and prompts that improve ticket deflection and patient satisfaction
- Measure the success of launched features and develop data-driven solutions for improvement
- 3 years of product management experience in a fast-paced, high-growth environment
- Strong understanding of customer support tooling and operations
- Proven success in optimizing support workflows in a platform like Zendesk
- Experience shipping AI or automation features (e.g., workflow automation, LLM-powered agents, intent classification) is a plus
- Analytical mindset with demonstrated ability to use data to drive product decisions and measure success
- Self-starter who proactively identifies opportunities to improve the product and user experience
- Experience managing complex cross-functional projects involving engineering, design, and operational teams
- Excellent communication and leadership skills
$130,000 - $160,000 based on location and experience
Benefits*
Hone wants our team to be in the best condition of their lives, so we offer a range of benefits including:
- A remote-first work environment
- Competitive compensation and equity options
- Health, dental, and vision insurance coverage
- Short-term disability and basic life coverage
- Flexible Spending Accounts (FSAs)
- Lifestyle Spending Accounts (LSAs)
- We follow federal holidays and have uncapped time off for exempt employees
- Budget for the technology tools you need (laptop, monitor, and/or special software)
- A focus on company-sponsored activities to foster engagement (both virtual and in-person)
- Waived membership fees for any Hone team members utilizing Hone products
- These benefits are available to full-time, regular employees, and not to independent contractors, part-time employees, temporary employees, or interns.
Salary : $130,000 - $160,000