Director, Product – Customer Experience Products, Patient Experience & Engagement

Summary  

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. 

Job Responsibilities

•  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

People Manager

• Yes

Education, Experience, and Skills

• 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

~

Science - Minded, Patient - Focused. 

At GeneDx, we create, follow, and are informed by cutting-edge science. With over 20 years of expertise in diagnosing rare disorders and diseases, and pioneering work in the identification of new disease-causing genes, our commitment to genetic disease detection, discovery, and diagnosis is based on sound science and is focused on enhancing patient care.

Experts in what matters most. 

With hundreds of genetic counselors, MD/PhD scientists, and clinical and molecular genomics specialists on staff, we are the industry’s genetic testing experts and proud of it. We share the same goal as healthcare providers, patients, and families: to provide clear, accurate, and meaningful answers we all can trust.

SEQUENCING HAS THE POWER TO SOLVE DIAGNOSTIC CHALLENGES.

From sequencing to reporting and beyond, our technical and clinical experts are providing guidance every step of the way:

TECHNICAL EXPERTISE

• High-quality testing: Our laboratory is CLIA certified and CAP accredited and most of our tests are also New York State approved.
• Advanced detection: By interrogating genes for complex variants, we can identify the underlying causes of conditions that may otherwise be missed.

CLINICAL EXPERTISE

• Thorough analysis: We classify variants according to our custom adaptation of the most recent guidelines. We then leverage our rich internal database for additional interpretation evidence.
• Customized care: Our experts review all test results and write reports in a clear, concise, and personalized way. We also include information for research studies in specific clinical situations.
• Impactful discovery: Our researchers continue working to find answers even after testing is complete. Through both internal research efforts and global collaborations, we have identified and published hundreds of new disease-gene relationships and developed novel tools for genomic data analysis. These efforts ultimately deliver more diagnostic findings to individuals.

Learn more About Us here.

Our Culture

At GeneDx, we are dedicated to cultivating an environment where creativity and innovation thrive. We believe in the power of community and collaboration, where diverse perspectives are embraced, and every voice contributes to our shared success. Our team is a vibrant mix of professionals who challenge and support each other in equal measure, fostering growth both personally and professionally. When you join us, you're not just taking on a job—you're joining a movement. A movement that champions curiosity, embraces change, and believes in making an impact, one patient at a time. Cultural principles we live by:  

• Be bold in our vision & brave in our execution. 
• Communicate directly, with empathy. 
• Do what we say we're going to do.  
• Be adaptable to change.  
• Operate with a bias for action.    

Benefits include:

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

GeneDx is an Equal Opportunity Employer.

All privacy policy information can be found here.