About this role.
Wheel is hiring a Staff or Principal Product Manager to own the multi-year strategy and roadmap for its white-labeled, consumer-facing virtual-care experience. The role bridges patient needs, enterprise partner requirements, clinical operations, compliance, and the underlying platform architecture in a B2B2C healthcare environment. The product leader will define and evaluate AI-enabled capabilities such as intake, triage support, and personalization, partnering closely with Engineering and Design through launch and iteration. Success requires senior consumer product judgment, systems thinking, technical fluency with integrations and APIs, and the ability to influence executives, partners, and cross-functional teams.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
5/5Pace & Pressure
5/5Autonomy Level
5/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Sample interview questions
I would start by mapping patient journeys, partner requirements, regulatory constraints, and technical dependencies. I would standardize capabilities that materially affect safety, usability, trust, or platform efficiency, while offering configuration where brand presentation or non-core workflow differences create legitimate partner value. A documented decision framework, configuration guardrails, and measurable outcomes would keep customization from creating unsustainable product fragmentation.
I would define the user problem, intended clinical and operational role, safety boundaries, and measurable success criteria before selecting an approach. I would partner with clinical, engineering, data, legal, and design stakeholders to establish evaluation datasets, human-review paths, failure handling, privacy controls, and launch thresholds. Following a staged rollout, I would monitor quality, escalation rates, patient completion, equity impacts, and clinician feedback, then iterate based on observed performance.
I would clarify the partner's underlying objective and present patient research, product data, clinical implications, and technical tradeoffs in terms relevant to their business goals. I would propose alternatives that meet the core need without compromising the experience or create a controlled experiment if uncertainty remains. If the request creates safety, compliance, or long-term platform risk, I would escalate with a clear recommendation and decision record.
I would combine funnel metrics such as activation, intake completion, time to care, appointment completion, and follow-up completion with qualitative trust and usability feedback. I would segment results by partner, patient cohort, care pathway, device, and integration to identify uneven outcomes. For AI-supported flows, I would also track model quality, escalation and override rates, safety signals, and downstream clinical or operational outcomes.
I reduce ambiguity by defining the customer problem, desired outcome, constraints, decision owners, and smallest valuable release. I work directly with engineering and design to surface dependencies, make tradeoffs explicit, and turn open questions into time-boxed discovery or experiments. Frequent written updates and a shared roadmap ensure teams understand both the immediate delivery plan and the strategic rationale.
Job Title: Staff/Principal Product Manager, Patient Experience
Location: Remote, USA
About the Company
Wheel is evolving the traditional care ecosystem by equipping the nation’s most innovative companies with a premier platform to deliver high-quality virtual care at scale. We offer proven strategies and cutting-edge technologies to foster consumer engagement, build brand loyalty, and maximize return on investment. Wheel solutions include configurable virtual care programs, an intuitive consumer interface, and access to a nationwide network of board-certified clinicians. Discover how Wheel is transforming the future of healthcare by visiting www.wheel.com.
About the Role
As a Staff/Principal Product Manager, Patient Experience at Wheel, you will own the strategy and roadmap behind the consumer-facing experience that patients use to access care through our enterprise partners. This is a B2B2C role: our patients interact with Wheel through partner brands, so you’ll need to design experiences that satisfy a consumer’s expectations for a modern healthcare product while also meeting the technical, brand, and compliance requirements of large enterprise partners.
You’ll operate at a systems level, connecting patient-facing experience decisions to the underlying clinical, operational, and platform architecture that makes those experiences possible. You bring real hands-on experience shaping AI-powered product, not just using AI tools in your own workflow. This is a builder role for a senior product leader who can set a multi-year vision for patient experience and drive it forward through close, hands-on partnership with Engineering.
What You’ll Do (Job Duties/Responsibilities)
Strategy & Vision
Define the multi-year vision and roadmap for the patient experience across Wheel’s white-labeled consumer surfaces, balancing partner-specific requirements with a coherent, scalable core product
Establish a point of view on where the patient experience should be standardized across partners versus configured per partner, and build the frameworks to support that decision-making
Translate enterprise partner requirements across market segments into a unified product strategy that serves patients well regardless of the front door they came through
Champion design as a strategic differentiator; work hand-in-hand with Design to set a bar for what a trustworthy, AI+human powered patient experience looks like at scale
Systems Thinking & Cross-Functional Execution
Map the patient journey end to end, from first touchpoint through clinical encounter to follow-up, and identify where friction, drop-off, or trust gaps occur
Partner closely with Engineering, Clinical Operations, and partner-facing teams to design solutions that hold up across a distributed network of clinicians and multiple partner integrations
Define the product requirements, success metrics, and evaluation criteria for AI-driven capabilities within the patient experience (for example, intake, triage support, or personalization), including partnering on model and product tradeoffs and on iteration post-launch based on real usage data
Break down ambiguous, cross-functional problems into clear requirements and plans, and drive alignment with Engineering from concept through launch and iteration
Cross-Functional Leadership
Act as a primary product voice in conversations with Account Management and their enterprise partners about patient experience, translating patient experience strategy into terms that resonate with partner stakeholders
Communicate vision, tradeoffs, and progress clearly to executive leadership, engineering teams, and non-technical partner stakeholders alike
Mentor and influence other product managers on systems thinking and product craft in partnership with their managers
Who You Are (Job Qualifications)
8+ years of product management experience, with a track record of owning consumer-facing products at a senior or lead level (Staff, Principal or equivalent scope). Leveling will be based on demonstrated scope of impact in the interview process
Direct experience building consumer products, ideally including B2B2C or white-label models where the end user and the paying customer are different
Demonstrated systems thinking: experience designing products that span multiple stakeholders, technical layers, or partner integrations
Real, hands-on experience delivering AI-powered products and features, not just using AI tools in your work. You can speak to the tradeoffs, evaluation methods, and iteration cycles involved in bringing an AI capability to production
Experience navigating the tension between enterprise partner requirements and end-user needs in a B2B2C model, particularly within healthcare or other highly regulated industries, and building product decision frameworks that satisfy compliance, brand, and clinical constraints while still serving the end consumer well
Outstanding written and verbal communicator who can move fluidly between consumer experience detail and executive-level strategy
A track record as a builder: comfortable in ambiguity, willing to get hands-on with design, data, or requirements detail when needed to keep Engineering moving fast
Skills & Competencies
Mix of vision and execution: able to set a compelling multi-year direction and also drive the week-to-week product decisions that translate into shipped work
Strong product sense for consumer experience, balanced with the operational and technical judgment needed for a B2B2C model
Experience partnering with enterprise or channel partners on product decisions
Technical fluency across APIs, integration patterns (webhooks, headless architectures, MCP and other emerging protocols), and platform product design
Comfortable synthesizing input from clinical, engineering, data, and partner stakeholders into a clear product direction
Data-driven, with the judgment to know when qualitative signal matters more than a metric
High ownership and autonomy; thrives in a fast-moving, lean environment
Salary and Perks
Pay Range: $201,700-$301,700 plus equity
Final offer amounts are determined by multiple factors including, but not limited to, the final level determined (Staff or Principal), scope and responsibilities of the role, the selected candidate’s work experience, education and training, the work location as well as market and business considerations.
Wheel is unable to consider sponsoring a new qualified applicant for employment authorization for this position.
As an employee of Wheel, you’ll enjoy our Total Rewards Program to help secure your financial future and preserve your health and well-being, including:
Medical, Dental and Vision
Ancillary: Life, Short and Long Term Disability
401K match
Flexible PTO
Parental Leave
Stock options
Additional programs and perks
Wheel is committed to equal employment opportunities for all team members. Every decision we make regarding employment is solely based on merit, competence, and performance. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills.
Research shows that underrepresented groups typically apply only if they meet 100% of the criteria listed. At Wheel, we encourage women, people of color, and LGBTQ+ job seekers to apply for positions even if they don’t check every box for the role.
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