Director - Product, Customer Experience Products

April 10

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GeneDx

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At GeneDx, we believe that everyone deserves personalized, targeted medical care—and that it all begins with a genetic diagnosis. Fueled by one of the world’s largest rare disease data sets, our industry-leading exome and genome tests translate complex genomic data into clinical answers that unlock personalized health plans, accelerate drug discovery, and improve health system efficiencies. It all starts with a single test.

genetic testing • rare genetic disorders • molecular diagnostics • whole genome sequencing • next generation sequencing

1001 - 5000 employees

📋 Description

• 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. • 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

🎯 Requirements

• 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

🏖️ Benefits

• Paid Time Off (PTO) • Health, Dental, Vision and Life insurance • 401k Retirement Savings Plan • Employee Discounts • Voluntary benefits