Director of Product

Description

Empathy is transforming the way families navigate life’s most difficult times — from the loss of a loved one to other major life transitions. By combining technology with compassionate human care, we bring clarity, comfort, and peace of mind when it matters most.

We partner with leading employers, insurers, and financial institutions to deliver meaningful, human-centric support at scale. Today, Empathy supports over 45 million people across North America.

Backed by top-tier investors including General Catalyst, Index Ventures, Adams Street, Aleph and Entreé Capital. we’ve raised over $160 million to date, including a $72 million Series C, to expand our impact and scale our mission worldwide.

About the Care Experience Group

The Care Experience group shapes the complete journey families have with Empathy's Care Team and platform. We design and scale the workflows, tools, and touchpoints that enable compassionate, high-quality support - at pace and at scale.

About The Role

We're hiring a Director of Product to lead the Care Experience group. You'll own the vision, strategy, and execution for the products and operations that power empathy and define the family experience. You'll drive cross-functional delivery across Product, Design, Engineering, and Care Operations, while partnering closely with Enterprise and Growth teams to ensure our experiences deliver measurable outcomes for families and partners.

At Empathy, a Director of Product drives product strategy for a business area, defines accountability frameworks and metrics across teams, and delivers high-stakes launches with cross-organizational coordination.

In This Role You Will

• Own the strategy for the Care Experience domain - roadmap, KPIs, and the connection between daily care interactions and business outcomes
• Establish measurement frameworks for care quality and impact, including NPS, engagement, retention, and ROI
• Lead Empathy's expansion in breadth (new geographies and life moments) and depth (expanding user personas and increasing value delivery)
• Integrate AI and emerging technologies to enhance user experiences, develop new features, and improve the team’s efficiency
• Build and develop your team - hire, mentor, and grow PMs.
• Manage a team of Product Managers, each with their own products and goals, ensuring individual contributions align with the broader Care Experience strategy

Requirements

• 10+ years in Product Management with 4+ years leading PMs, ideally in B2C and B2B2C businesses
• Proven track record in owning strategy and delivery for complex service experiences that blend operations, tooling, and user-facing product
• Exceptional attention to detail and strong UX intuition
• Data-driven mindset - comfortable defining KPIs, reaching goals, balancing quality, speed, and cost.
• Excellent communication skills, including experience in executive and partner-facing settings in English
• Technical comfort working across mobile apps, internal tools, and backend systems; experience with AI-assisted workflows is a plus
• Strong interpersonal skills with a focus on supporting, representing, and developing a top-tier team of talented, energized PMs.