Senior Product Manager, Patient Experience (Remote)
About The Position
Maximus is a mission-driven consumer performance medicine telehealth company that provides men and women with content, community, and clinical support to optimize their health, wellness, and hormones. We are looking for a Senior Product Manager to own everything a patient experiences after they sign up. Our patients are on prescribed, physician-supervised protocols, which means their experience spans both the digital product and the real world. You will own both. On the digital side, that means every aspect of a patient's ongoing engagement with Maximus: provider messaging, protocol check-ins, lab results, dashboards, and subscription management. On the physical side, it means the operational journey that clinical care requires: getting patients to complete their labs (at-home kits and walk-in draws at Quest), keeping them synced with their provider for controlled-substance protocols like TRT, and making sure prescriptions, refills, and protocol changes happen without friction. This role owns retention and LTV outcomes for patients across all Maximus protocols. You will also partner with the growth team on cross-protocol adoption — helping existing patients discover and start additional protocols is a shared mandate, with growth owning the commercial levers and you owning the in-product experience that makes those recommendations feel like good medicine rather than upsell. You will report to the Director of Product and lead a dedicated engineering pod, with a design partner embedded in the team. This is a senior IC role with full ownership of the post-purchase roadmap.
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 Haves
- Experience with subscription businesses
- Familiarity with pharmacy or lab fulfillment operations
- Prior work on products involving prescribed treatment
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
- Competitive base salary – $130-160k
- Equity in the form of stock options
- Fully remote (US)
- Medical, Dental, Vision, Life Insurance
- Flexible vacation/time-off policies
- Liquidity of options whenever available
- Extended options exercise window for loyal employees (3 months for every year of service; e.g. 1 year for 4+ year employees)
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
