Senior Product Manager/Director

firsthand supports individuals living with SMI (serious mental illness). Our holistic approach includes a team of peer recovery specialists, benefits specialists and clinicians. Our teams focus on meeting each individual where they are and walking with them side by side as a trusted guide and partner on their journey to better health.

firsthand’s team members use their lived experience to build trust with these individuals and support them in reconnecting to the healthcare they need, while minimizing inappropriate healthcare utilization. Together with our health plan partners, we are changing the way our society supports those most impacted by SMI.

We are cultivating a team of deeply passionate problem-solvers to tackle significant and complex healthcare challenges with us. This is more than a job—it’s a calling. Every day, you will engage in work that resonates with purpose, gain wisdom from motivated colleagues, and thrive in an environment that celebrates continuous learning, creativity, and fun.

About the role The Senior Product Manager/Director owns how data and the software around it becomes useful, for our community teams, for our individuals, and for the health plan and provider partners who rely on our results. This person will treat our care model as a product, data as a product, and our technology solutions as a product - each interdependent and reinforcing each other in delivering the right care, to the right individual, at the right time.

You’ll work with Engineering, Data, Clinical, Community teams and Operations to build software that fits how the work really happens. You’ll also help shape the care model the platform supports, because the best tools and the best care model are designed together.

Software and Data

• Help to define vision, strategy and multi-year roadmap for the software platforms and AI and data products, tied to business outcomes and customer value.
• Make clear prioritization and investment tradeoffs across competing initiatives, using evidence, opportunity sizing and strategic fit.
• Build business cases and success metrics for each initiative, and report progress to senior leadership.
• Treat data as a product: build predictive and decision-support tools from our care data that help community teams prioritize outreach, spot risk early, and make better day-to-day decisions.
• Translate user research, operational data, and business goals into clear priorities, specs, and acceptance criteria
• Lead discovery and delivery with Engineering and Stakeholders, from problem framing through launch and iteration

Care delivery model

• Work with Clinical, Operations, Community Teams and the Executive Team to design, test, and refine how firsthand delivers care: who reaches out, how often, how trust is built, and how individuals move from first contact to ongoing support
• Translate the care model into workflows, roles, and product features, and make sure software supports the way care is delivered
• Pilot model changes in the field, set clear success measures, and use results to decide what to scale, change, or stop

Human-centered product discovery and delivery

• Lead continuous discovery with users: interviews, observation, journey mapping, usability testing and rapid prototyping.
• Turn user insight into validated problem statements and solutions before committing engineering capacity.
• Apply modern product methods, design thinking, outcome-based roadmaps, OKRs, agile, lean experimentation
• Use quantitative and qualitative data to measure adoption, outcomes and value, and to decide when to iterate, scale or stop.

What you’ll bring

• 7+ years of product management experience (10+ for Director), including software products used by real teams day to day
• A track record of owning a product from strategy through roadmap, delivery, and iteration
• A strong grounding in core product methods, including design thinking, discovery, prioritization frameworks, and agile delivery
• Experience working closely with engineers, designers, data scientists, and non-technical stakeholders
• Experience with data products, analytics, or data platforms
• Experience with AI- or ML-enabled features
• Strong analytical skills: you use data to set goals, make decisions, and explain them
• Experience designing or improving an operating model, service model, or workflow alongside the people who run it
• Excellent written and verbal communication. You can writ…