Maximus Health, Inc. - Senior Product Manager, Patient Experience (Remote)
Requirements
• 5+ years of product management experience, with at least 2 years owning a consumer retention, engagement, or post-purchase surface • Experience in telehealth, healthcare, or another regulated consumer category, or demonstrated ability to ship quickly inside compliance constraints • A track record of moving retention or LTV metrics you can speak to specifically, including what worked, what didn't, and how you knew • Strong analytical fluency: you write your own queries, build your own dashboards, and are comfortable in tools like Looker and Amplitude • Experience working with operational and clinical stakeholders, not just engineering and design — this role has as much service design in it as software design • Excellent written communication; our culture runs on clear documents and explicit tradeoffs • Nice to have: experience with subscription businesses, familiarity with pharmacy or lab fulfillment operations, or prior work on products involving prescribed treatment. • You think in journeys, not features. You see that a patient's experience of Maximus is one continuous thing — the reminder email, the lab draw at Quest, the provider message, the refill arriving on time — and you take responsibility for the whole of it, including the parts that happen offline and the parts owned by other teams. You're the person who notices that patients who miss their 90-day lab churn at twice the rate, traces it back to a confusing scheduling flow, and fixes it before anyone asks. You're comfortable being the single-threaded owner of an ambiguous, cross-functional problem space. You treat compliance requirements as design inputs..
Responsibilities
• Own the post-signup product roadmap end to end: define the strategy, prioritize the backlog, and ship with your dedicated engineering pod and design partner • Improve the digital patient experience across provider messaging, check-ins, lab results, protocol content, and subscription management (pause, plan changes, payment recovery, cancellation) • Own the physical journey as a product surface: drive lab completion rates for at-home kits and Quest walk-in draws, and build the flows that keep patients synced with providers for controlled-substance protocols • Reduce avoidable churn by identifying and removing friction at the moments where patients stall: incomplete labs, missed provider syncs, delayed refills, confusing protocol transitions • Partner with the growth team on cross-protocol adoption, owning the in-product recommendation and enrollment experience while growth owns campaigns and offers • Define and instrument the metrics that matter: retention and LTV by protocol and cohort, lab completion rate, provider sync compliance, time-to-refill, and cross-protocol attach rate • Partner closely with our Care Team in our continuous voice-of-customer practice using our feedback aggregation across support conversations and community channels, and turn qualitative signal into roadmap decisions • Work daily with clinical operations, pharmacy partners, care team, and lifecycle marketing — the patient experience crosses all of these functions, and you are the connective tissue • Ship within a regulated environment: HIPAA, telehealth prescribing rules, and FTC subscription requirements are constraints you design with, not around
Benefits
• $130K – $160K • 0.1% – 0.5% • Maximus does not currently offer any annual bonus. • For full time roles, there will be equity in the form of stock options as part of the offer on top of the base salary. This does not apply to any contract or hourly opportunities. • Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • Please submit resumes in English • or drag and drop here • What interests you about working for Maximus? • Note: Visa sponsorship or transfer is not unavailable. • We cannot support any visas or visa transfers at this time. • cannot • e.g., LinkedIn, Indeed, ZipRecruiter, Wellfound, Slack, Recruiter, Referral
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