Consumer Product Manager

Company is based in Santa Monica, CA

Position is Remote (US/Canada)

Maximus ( ) is a mission-driven consumer health company that provides men with content, community, and clinical support to optimize them in mind and body. Maximus has raised $15M from top Silicon Valley VCs such as Founders Fund and 8VC as well as leading angel investors/operators from companies like Bulletproof, Tinder, Coinbase, Daily Stoic, & Shopify.

Maximus is seeking a Consumer Product Manager to own the post-purchase customer experience in our high-growth, VC-backed telemedicine startup. This role will be pivotal in delivering an intuitive, seamless, and supportive customer journey from purchase through to renewals, focusing on the optimization of both digital and physical product experiences. The ideal candidate will have a passion for understanding customer sentiment, uncovering drivers of churn, and ensuring customer satisfaction post-purchase. They should be detail-oriented, analytical, and adept at prioritizing initiatives that support the organization’s key objectives and customer experience goals.

Responsibilities:

• Manage Post-Purchase Customer Journey: Own and enhance the customer experience for all post-purchase interactions within the app, including: requesting prescriptions refills, modifying subscriptions, accessing educational content and resources, and tracking progress towards health goals. Ensure each step of the customer journey is intuitive and aligns with the brand's voice. Collaborate with marketing to ensure communications and physical instructions create a cohesive and intuitive multimodal customer experience.

• In-App Navigation and Task Completion: Ensure customers can intuitively navigate the app to complete essential tasks, such as lab kit submissions, medication refills, and account modifications. Collaborate with design to develop in-app flows informed by customer feedback and observation through behavior analytics software. Decide feature prioritization to ensure these journeys are seamless and require minimal customer effort. Drive development beyond basic app usability and create a delightful experience for customers.

• New Product Launches and Feature Development: Oversee the digital product portion of new product launches and feature updates, ensuring that new releases align with user needs and brand standards. This includes taking product briefs for upcoming pharmaceutical, OTC supplement, and lab testing launches and translating them to necessary app features that impact the customer experience. Focus on in-app experience enhancements, refining workflows, and ensuring seamless navigation to improve user engagement and satisfaction. Track and analyze post-launch performance to assess success and drive continuous improvement.

• Drive Retention and Optimize Customer Experience: Develop and execute strategies to enhance customer retention and satisfaction by understanding and addressing drivers of churn and tracking key indicators. Leverage user research and analytics to gain insights into customer needs and pain points, aiming to create a frictionless journey from initial purchase to product usage and subscription renewals.

• Cross-Functional Collaboration: Collaborate closely with Marketing to ensure brand consistency across both the digital platform and physical product experience, ensuring brand representation is seamless within the app and in physical components such as at-home test kits and medication packages.

• Product Roadmap Development and Advocacy: Use quantitative and qualitative data to advocate for feature development and customer experience improvements in alignment with the product roadmap. Prepare detailed project summaries to convey the impact of prioritized features on KPIs and OKRs, working with technical teams to estimate scope and requirements.

The ideal candidate will have the following:

• Product Management Experience: Minimum of 5+ years in a product management role, ideally within a high-growth e-commerce environment. Demonstrated success in managing consumer-facing product experiences, with a focus on retention and post-purchase satisfaction.

• UX and Design: Strong background in managing and optimizing mobile app experiences with a focus on UX best practices. Proven ability to work closely with design teams to enhance user interface elements and create intuitive, customer-friendly workflows that facilitate task completion and increase overall engagement. Experience implementing customer feedback into design iterations to continuously improve mobile app usability and satisfaction.

• Data-Driven Decision Making: Strong analytical skills and a data-driven approach to prioritizing and measuring the success of features, flows, and initiatives. Experience with A/B testing, customer sentiment analysis, and identifying key metrics related to customer retention and satisfaction.

• User Research and Persona Development: Experienced in conducting user interviews, gathering customer feedback, and developing actionable insights from user sentiment. Skilled at crafting customer personas to inform strategic decision-making, with a history of using these insights to improve the customer journey and reduce churn.

• Technical Acumen: Basic understanding of technical systems, API integrations, and third-party software tools. Ability to troubleshoot consumer-facing technical issues in partnership with engineering and support teams, ensuring a smooth user experience.

• Project Management Skills: Strong project management abilities, especially with respect to new product and feature launches. Experience managing the release of new offerings, coordinating cross-functional teams, and ensuring high-quality, on-time delivery of consumer-facing features. Experienced with Agile methodologies and Sprint planning.

Qualities:

• High Conscientiousness: Highly effective, organized, dutiful, self-disciplined, and careful. You are the type of person who used multiple colors of highlighters, and everyone wanted to borrow notes from. You never forget a task, execute it flawlessly, and are as reliable as clockwork.

• High Horsepower & Humility: High intellectual and physical energy. You eagerly solve big, complex, and ambiguous company problems, while having the humility to “roll your sleeves up” and do the dirty work without complaint.

• Creative Thinker: Highly creative thinker who tends to find solutions that others don’t see or inappropriately dismiss. Not content to do the safe bet everyone else takes.

• Relentlessly Resourceful: highly proactive, does not quit, and finds innovative solutions with little guidance. Bias for action and ability to thrive in an ambiguous environment with a high degree of autonomy.

• Passion for Men’s Health & Development: interest in helping men develop a healthy masculinity. Demonstrates personal dedication and interest in health optimization (e.g. diet, exercise, sleep, focus, and relationships).

World-Class Benefits:

• Premium Blue Shield Platinum PPO & HMO Plans (up to 80% coverage)

• Full Suite: Medical, Dental, Vision, Life Insurance

• Best-in-class 401K options

• 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)

Maximus is an equal opportunity employer, which not only includes standard protected categories, but the additional freedom from discrimination against your free speech and beliefs, as long as they are aligned with company values. We celebrate intellectual diversity.