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 write a clear spec for engineers and a clear update for a CEO
Care about the people we serve, and the humility to learn from the people who do the work

Nice to have

Healthcare, behavioral health, or health plan experience
Experience with HIPAA, HITRUST, or other healthcare data compliance
Experience with healthcare data standards (FHIR, HL7, claims data)
Experience with care management, CRM, or field-operations software
Experience in a startup or high-growth environment
Experience with data governance and responsible-AI frameworks
Direct work with C-suite executives and external partners

We firmly believe that great candidates for this role may not meet 100% of the criteria listed in this posting. We encourage you to apply anyway - we look forward to begin getting to know you.

Benefits
Our full-time compensation package includes a base salary, equity, and performance bonus potential, supported by comprehensive health, dental, vision, and mental wellness coverage. We offer a 401(k) with company match and 16 weeks of paid parental leave for both parents. In your first year, you will accrue 120 hours of vacation annually (4.62 hours per pay period), which steps up to 160 hours annually (6.15 hours per pay period) after one year—all within a welcoming, inclusive culture.

Vaccination Policy Employment with firsthand is contingent upon attesting to medical clearance requirements, which include, but may not be limited to: evidence of vaccination for/immunity to COVID-19, Hepatitis B, Influenza, MMR, Chickenpox, Tetanus and Diphtheria. All employees of firsthand are required to receive these vaccinations on a cadence/frequency as advised by the CDC, whereas not otherwise prohibited by state law. New hires may submit for consideration a request to be exempted from these requirements (based on a valid religious or medical reason) via forms provided by firsthand. Such requests will be subject to review and approval by the Company, and exemptions will be granted only if the Company can provide a reasonable accommodation in relation to the requested exemption. Note that approvals for reasonable accommodations are reviewed and approved on a case-by-case basis and availability of a reasonable accommodation is not guaranteed. Unfortunately, we are not able to offer sponsorship at this time. firsthand Health will only contact candidates from email addresses ending in @firsthandcares.com. Any communication from another domain claiming to represent firsthand is fraudulent. We will never ask for payment or sensitive financial information during the hiring process. If you receive suspicious outreach, please do not respond.