Director of Agent Product Management – Mid-Market Accounts

Assort Health

. Lead and scale the APM and ASM teams serving Mid-Market customers .

Posted 10/6/2026full-timeSan Francisco • California • United StatesLead💰 $300,000 - $330,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing and developing teams within fast-growing environments, with a focus on building repeatable processes and delivering insights through analytical rigor. Proficient in leveraging AI solutions and managing customer interactions in healthcare settings.

Highest-signal resume keywords

People LeadershipAnalytical RigorAI Solutions ImplementationProcess DevelopmentHealthcare Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Metrics DefinitionCapacity ModelingPortfolio Performance ManagementDelivery Process DevelopmentCustomer Exposure

Soft Skills

Ownership MentalityComfort with Ambiguity

Tools & Technologies

GenesysNICEFive9CiscoRingCentralTwilioEpic

Certifications & Qualifications

STEM DegreeAdvanced Degree

Industry Keywords

Mid-Market CustomersContact CenterDigital Front DoorPatient AccessOnboarding Processes

Tech Stack

Tools & technologies

AssemblyVoIP

About the role

Key responsibilities & impact

Lead and scale the APM and ASM teams serving Mid-Market customers
Own the hiring bar, team structure, and career development as volume grows
Own the Mid-Market launch process, including standard scoping, templates, configuration approach, and time-to-launch targets
Own portfolio performance across many accounts, including launch speed, agent performance, abandonment, hold time, conversion, and staffing capacity
Build reviews and dashboards that surface problems early
Model capacity across concurrent launches and decide when demand exceeds team capacity
Identify recurring customer requests for standardization with Product and Engineering
Partner with Sales on qualification and handoffs to ensure realistic scope and timelines
Step into at-risk launches and escalations and improve the processes that caused them
Present portfolio-level insights to senior leadership

Requirements

What you’ll need

8 to 10 years across consulting, investment banking, or tech, ideally MBB, Goldman Sachs, JPMorgan, Morgan Stanley, Google, Amazon, or Meta
Experience at a fast-growing tech company or startup
Strong product sense combined with real customer exposure
Experience building repeatable delivery or onboarding processes, including metrics and tooling
Proven people leadership; experience hiring, developing, and managing teams through rapid growth
Analytical rigor, including defining metrics, modeling capacity, and presenting portfolio-level insight to senior leadership
Experience building or implementing AI solutions, or using AI to build agents and systems
Ownership mentality, speed, and comfort with ambiguity
STEM degree or advanced degree listed as a nice-to-have
Healthcare experience, ideally in patient access, scheduling, contact center, or digital front door listed as a nice-to-have
Experience implementing software inside Epic or other EHRs listed as a nice-to-have
Familiarity with contact center and VOIP platforms, including Genesys, NICE, Five9, Cisco, RingCentral, and Twilio, listed as a nice-to-have
Experience with AI governance, clinical safety, and responsible-AI review listed as a nice-to-have
Must be able to work in the office 4 days a week
Visa sponsorship requirements must be disclosed

Benefits

Comp & perks

Employee stock options
Annual professional development budget
Training opportunities
Office setup stipend
Medical, dental, and vision insurance
Flexible PTO
Lunch, dinner, and snacks
Fitness stipend
Commuter benefits
401(k)