Job Description

Job Description

Company Description

At Populate, we are building AI-native software that removes operational friction across healthcare practices—for clinicians, staff, and patients .

Our platform includes a next-generation EMR as well as Rachel , a voice-AI agent that integrates directly with existing EMRs and practice systems. Rachel handles patient-facing and administrative workflows such as intake, follow-ups, scheduling support, documentation, and other high-volume operational tasks. Together, our products combine voice AI, agentic workflows, and deep healthcare integrations to dramatically improve the day-to-day experience of healthcare teams.

Headquartered in Carlsbad, CA, Populate operates in a fast-moving, collaborative environment where ownership is high, customer proximity is constant, and product decisions are driven by real-world usage.

Role Overview - Must be already located within 40 minutes of Carlsbad in order to apply

We are hiring a Product Operations Manager to be deeply embedded with customers and directly responsible for improving the end-to-end user experience across our products.

This is a highly customer-facing, hands-on role ideal for someone with 1–2 years of experience at a top-tier management consulting firm (Bain, McKinsey, BCG, or equivalent) who wants to move from advising clients to building and iterating on real products used daily in production environments.

You will spend significant time with clinicians, staff, and administrators—observing workflows, identifying friction, and partnering with Product and Engineering to design, test, and ship improvements.

What You’ll Do

Customer & User Experience

• Work directly with customers to understand clinical, administrative, and patient-facing workflows
• Observe real-world usage of Populate and Rachel to identify breakdowns, friction, and unmet needs
• Translate customer pain points into concrete product and UX improvements

Hands-On Product Improvement

• Design and iterate on user experience flows across voice AI, agentic workflows, and EMR integrations
• Partner with Product and Engineering to define requirements, test solutions, and validate outcomes
• Rapidly prototype and refine workflows based on customer feedback

Voice AI & Agentic Workflow Optimization

• Improve customer-facing voice AI experiences, including conversation flow, accuracy, and trust
• Help design and refine agentic workflows that automate patient and staff tasks end-to-end
• Support human-in-the-loop processes to ensure reliability in high-stakes healthcare settings

Cross-Functional Execution

• Act as the bridge between customers and internal teams
• Ensure customer commitments, product behavior, and implementation reality stay aligned
• Drive initiatives from problem definition through delivery and adoption

Measurement & Outcomes

• Define what “success” looks like from the customer’s perspective
• Track adoption, satisfaction, and workflow efficiency improvements
• Close the loop by validating that shipped improvements actually solve customer problems

What We’re Looking For

Required

• 1–2 years of experience at a top-tier management consulting firm (Bain, McKinsey, BCG, or equivalent
• Willingness to work ~2 days per week in person in Carlsbad - must be already located within 40 minutes of Carlsbad in order to apply
• Strong customer-facing experience with the ability to build trust quickly
• Exceptional problem structuring and synthesis skills
• Ability to move from qualitative insight to concrete product changes
• Clear, concise communicator comfortable working across technical and non-technical teams
• High ownership mindset and willingness to be hands-on

Nice to Have (Not Required)

• Exposure to healthcare workflows, EMRs, or regulated environments
• Experience working with AI-driven or workflow automation products
• Interest in UX design, service design, or human-centered design

Why This Role

• Daily interaction with real customers and real workflows
• Direct influence over product and user experience decisions
• Opportunity to shape voice AI and agentic workflows used in live healthcare environments
• Steep learning curve with a clear path into senior product, design, or operations leadership
• Work directly alongside CEO

Compensation & Benefits

• Competitive salary and meaningful equity
• Hybrid work environment with flexibility
• Comprehensive benefits package
• A culture that values customer empathy, speed, and ownership

Final Note

• This role is not a traditional operations or analytics position. It is for someone who wants to be in the field, in the product, and close to customers, helping turn complex AI capabilities into simple, trusted experiences.

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