Digital Product Manager 2 - AI Agents, Scheduling Exp

About Us

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Core Values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Benefits

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Eligibility on day 1 for all benefits
• Dollar-for-dollar 401(k) match, up to 5%
• Debt-free tuition assistance, offering access to many no-cost and low-cost degrees, certificates and more
• Immediate access to time off benefits

At Baylor Scott & White Health, your well-being is our top priority.

Note: Benefits may vary based on position type and/or level

Job Summary

We are seeking a Digital Product Manager 2 to lead development of an, AI-powered scheduling experience for Baylor Scott & White Health (BSWH) customers. This role will be instrumental in shaping how patients find and book care more intuitively and proactively.

In this role, you will collaborate closely with product, design, research, clinical operations, engineering, and data science teams to design, build, and continuously improve an AI-native scheduling experience. You will help define how we use large language models (LLMs), user context, and orchestration frameworks to create frictionless and personalized care access journeys.

What You’ll Do

• Own the AI scheduling product vision and roadmap: Define and execute a strategy to transform how patients schedule care using conversational AI and intelligent agents.

• Shape intelligent user experiences: Translate complex patient needs into elegant, scalable interactions that feel natural and assistive - whether through proactive nudges, search, or conversational interfaces.

• Partner cross-functionally: Work closely with partner teams focused on scheduling, as well as engineering teams, to ensure seamless integration between the AI assistant, care pathways, and legacy systems.

• Data driven decision making: Ability to set data-driven goals with cross-functional stakeholders, and to continuously track progress and drive impact over time

• Drive AI product excellence: Collaborate with data scientists and ML engineers to define and validate success metrics for relevance, accuracy, and completion. Inform prompt design, model fine-tuning needs, and agent orchestration logic.

• Champion customer empathy: Deeply understand customer needs, pain points, and behavior across digital and physical touchpoints. Leverage that insight to improve AI agent capabilities and task completion.

• Test and validate hypotheses: Design A/B tests, interpret user behavior analytics, and iterate on experience flows to improve engagement, accuracy, and scheduling conversion rates.

Who You Are

• Have 2-4 years of product management experience, ideally with at least 1 year working on AI or search-powered products, voice or chat-based assistants, or digital healthcare tools.

• Passionate about unlocking access to care through cutting-edge digital experiences and have strong empathy for both patients and clinicians.

• Thrive in highly cross-functional environments, with a proven ability to translate complex technical ideas into clear user and business value.

• Understand how LLMs work (or are excited to learn), and you’re comfortable collaborating with data science teams to explore model behaviors, prompt performance, and end-user feedback.

• Have experience working on platform-level experiences, e.g. as search, scheduling, or personalization—and know how to break big problems into phased, testable releases.

• Deeply care about ethics, safety, and trust in AI, and you understand the stakes of building technology in a healthcare setting.

Bonus Points

• Experience building with or around AI orchestration frameworks (e.g., LangChain, LangGraph, Azure AI Studio)
• Familiarity with Epic scheduling workflows or clinical appointment booking logic
• A background in conversational UX or human-in-the-loop systems
• Exposure to search ranking, matching algorithms, or retrieval-augmented generation (RAG) systems

The pay range for this position is $36.49/hr (entry-level qualifications) - $63.11/hr (highly experienced). The specific rate will depend upon the successful candidate’s specific qualifications and prior experience

Belonging Statement

We believe that all people should feel welcomed, valued and supported, and that our workforce should be reflective of the communities we serve.

QUALIFICATIONS

• EDUCATION - Bachelor's
• EXPERIENCE - 2 Years of Experience

As a health care system committed to improving the health of those we serve, we are asking our employees to model the same behaviours that we promote to our patients. As of January 1, 2012, Baylor Scott & White Health no longer hires individuals who use nicotine products. We are an equal opportunity employer committed to ensuring a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.