POSITION SUMMARY:

The Senior Product Manager will be responsible for driving the strategy, development and optimization of chat-based automation experiences powered by Generative AI. We are seeking an innovative, entrepreneurial product leader with direct experience in building, deploying and scaling chat automation products - such as conversational interfaces, messaging experiences, or AI-powered chat assistants - to enhance patient, provider, and internal operational interactions.

In this role, you will collaborate closely with cross-functional teams across Natera to design, build, and launch AI-driven chat solutions that reduce friction, improve service quality, and deliver measurable business impact. If you’re passionate about building the next generation of natural, intuitive, and human-like chat experiences using Generative AI, this is the role for you.

PRIMARY RESPONSIBILITIES:

• Lead the vision, strategy, and roadmap for Natera’s chat automation initiatives, AI-powered chat assistants, intuitive self-service messaging workflows, and conversational intelligence features.

• Identify and prioritize high-value chat automation opportunities across patient, provider, and internal support journeys.

• Collaborate with engineering and design teams to define product requirements (PRDs, user stories, user flows) and deliver scalable, high-quality chat AI solutions.

• Partner closely with UX and design teams to define and deliver the end-to-end customer experience for chat, including designing and optimizing front-end UI and interaction patterns to ensure intuitive, accessible, and cohesive user experiences.

• Evaluate and integrate third-party technologies (e.g., LLMs, messaging platforms, and conversational analytics tools) to accelerate development and improve performance.

• Develop and track success metrics (e.g. accuracy, latency, resolution, NPS) to measure impact and identify continuous improvement opportunities.

• Partner with business and operations teams to ensure seamless adoption and workflow integration of new AI features.

• Stay ahead of emerging trends in Generative AI, conversational AI, and chat UX to inform product strategy and innovation roadmap.

QUALIFICATIONS:

• Proven, hands-on experience designing, launching, and scaling chat automation or conversational AI products, such as AI-powered chat assistants, messaging-based virtual agents, or LLM-driven conversational interfaces.

• Deep understanding of Generative AI, LLMs, conversational design patterns, and retrieval-augmented generation (RAG) architectures.

• Experience in AI model evaluation, working with APIs or frameworks such as OpenAI or Anthropic, and integration with in-house developed systems through a microservice architecture.

• Demonstrated ability to translate business needs into AI-driven solutions, with measurable improvements in efficiency, accuracy, or customer experience.

• Proven record of driving transformation through AI innovation; adaptable, hands-on, and strategic problem solver.

• Excellent cross-functional collaboration skills and ability to work with technical and non-technical stakeholders.

• Highly analytical with strong problem-solving skills; comfortable using data (SQL proficiency preferred) to drive product decisions.

• Bachelor's degree in computer science, engineering, business or related field. 5+ years of experience in software development, or digital product management.