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Product Manager, Delivery Platform

Everlywell · Austin, Estados Unidos De América · Hybrid

  • Oficina en Austin
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Description

Getting a lab test used to mean taking time off work, sitting in a waiting room, and hoping your doctor ordered the right thing. We changed that.

Everlywell pioneered at-home lab testing and has since expanded into in-person diagnostics, telehealth, and AI-powered health guidance. We've helped millions of people understand their health on their own terms — from hormone levels to heart health to food sensitivities to sexual health. And we're just getting started.

Today, we power diagnostics for consumers, major health plans, and enterprise partners. Our platform handles everything from test fulfillment to clinical review to results delivery — and increasingly, uses AI to help people figure out what to test and what to do next.

We're a product-driven company solving real problems in a deeply broken system. If you want to build things that matter, at a company that ships fast and reaches millions, keep reading.

The Delivery Platform is the operational backbone of Everlywell. You'll own the systems that move kits to customers, messages to members, and support requests to resolution. When someone orders a test, your platform ensures they receive it, remember to complete it, and get help when they need it.

This is execution-critical work. Kit return rates directly impact revenue. Member activation drives retention. CX efficiency determines margin. Everything you build has a measurable business impact.

You'll be responsible for:

  • Member communications — email, SMS, and notification orchestration that drive action
  • Customer experience and support tooling — ensuring issues get resolved efficiently
  • Fulfillment and supply chain — kit delivery, inventory, shipping partner coordination
  • Program configuration — client-specific workflows, activation sequences, operational rules
  • Kit return rate optimization — the operational levers that get tests completed

    • Why this role matters:

  • Direct revenue impact: kit return rate improvements drop straight to the bottom line
  • Operational scale: millions of communications sent, hundreds of thousands of kits shipped
  • Enterprise growth: health plan clients depend on your platform's reliability
  • Cross-functional hub: you'll partner with clinical, engineering, CX ops, and client success

    • What success looks like in your first year:

  • Own kit return rate and demonstrate measurable improvement through operational interventions
  • Ship improvements to member communications that increase engagement and activation
  • Streamline CX tooling to reduce resolution time and support costs
  • Successfully configure and launch at least two new enterprise programs
  • Build strong partnerships with CX operations, fulfillment, and clinical teams

    • What we are looking for:

  • 4-5 years of product management experience
  • Proven results improving operational metrics — bring the numbers
  • Experience with lifecycle communications (Iterable, Braze, or similar)
  • Background in CX, support tooling, or operational products
  • Comfort with supply chain, fulfillment, or logistics systemsStrong analytical skills — you track cohorts, measure interventions, optimize funnels
  • Clear communication across technical and operational teams

    • Even better if you have:

  • Healthcare or healthtech background
  • Experience with enterprise B2B programs and client configuration requirements
  • Background in subscription products or retention-focused roles
  • Startup or scale-up experience where operational excellence mattered
  • Experience with HIPAA compliance and healthcare communications requirements

    • You'll thrive here if:

  • You find operational problems genuinely interesting, not tedious
  • You believe unsexy infrastructure work often has the biggest business impact
  • You can context-switch between strategic planning and debugging a failed email
  • You're energized by making systems reliable, not just launching new features
  • You want to own the platform that makes everything else actually work