Director, Product – Customer Experience Products, Patient Experience & Engagement

Summary  

We’re seeking an experienced Director of Product to lead our patient-facing Customer Experience Products portfolio, overseeing the full end-to-end digital, physical, and operational experience for patients, their caregivers, and families. This leader will own the vision, strategy, and execution roadmap for the tools, platforms, and touchpoints that make interacting with GeneDx easy, helpful, intuitive, and valuable.

This includes test ordering via multiple entry points (e.g. web, in-clinic, telehealth, etc.), patient intake and informed consent, results delivery, service automation, status transparency, transactional communications, and other experience-layer product solutions that support access, communication, and satisfaction across the customer lifecycle. 

Job Responsibilities

•  Own and evolve the product strategy for all patient-facing digital, physical, and operational experiences across patient and partner journeys in a wide range of settings (e.g. web, clinic inpatient and outpatient, telehealth, etc.) and patient health scenarios (e.g. acute symptoms, non-acute symptoms, proactive/preventative).
• Define, prioritize, and deliver a roadmap of scalable, high-impact product initiatives that improve access, usability, clarity, and connection across touchpoints.
• Collaborate closely with Engineering, Product Design, Clinical Product, Commercial, Customer Service, and other cross-functional teams to deliver best-in-class experiences.
• Lead and develop a team of product managers to think boldly, execute effectively, and continuously learn and iterate.
• Use data and insights—quantitative and qualitative—to drive prioritization and measure success.
• Partner with operations, billing, and service teams to identify friction points and opportunities to automate or enhance the experience.
• Ensure all products and touchpoints meet regulatory, privacy, and compliance standards while pushing the boundaries of innovation and empathy in healthcare.
• Be the voice of the customer for patients, their caregivers, and families, representing patient needs in both internal and external settings

People Manager

• Yes

Education, Experience, and Skills

• 8+ years of product management, customer experience leadership, and/or service design experience, including 3+ years leading product teams and a track record of delivering patient-facing and/or consumer-facing digital solutions.
• Experience in healthcare, healthtech, or complex, highly regulated environments preferred. Experience in consumer-oriented product and service offerings a plus.
• Proven success leading cross-functional collaboration with Product Design, Engineering, Ops, Medical Affairs, and Commercial teams.
• Strong strategic thinking and hypothesis-testing skills paired with excellent execution and attention to detail.
• Quantitative and qualitative analytical skills, ability to connect dots across data sources, and ability to tell a story with data and insights
• Deep empathy for end users—providers, enterprise customers, patients, and caregivers—and a commitment to making their experience simpler, faster, and more empowering.
• Familiarity with agile methodologies, digital transformation, human-centered design, and modern product discovery/delivery practices.
• A sense of ownership, humility, and mission-driven motivation to improve lives through better healthcare.
• Bachelor’s degree in life sciences, economics, engineering, or other applicable field; MBA preferred