Maximus · 3 days ago

Consumer Product Manager

Santa Monica, CA

Full-time

Remote

Mid, Senior Level

$140K/yr - $175K/yr

5+ years exp

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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.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Product ManagementUX DesignData AnalysisUser ResearchProject ManagementTechnical AcumenA/B TestingCustomer Sentiment AnalysisCustomer PersonasAgile MethodologiesSubscription ManagementHealth OptimizationHigh ConscientiousnessCross-Functional Collaboration

Required

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.

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.

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.

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.

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.

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.