Product Leadership to Drive Innovation &
$2 Million in Savings

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Better Patient Experiences, Value & Outcomes — In 90 Days

Maxor National Pharmacy Services embarked on a digital transformation to enhance its longstanding commitment to delivering exceptional pharmacy services. Executive stakeholders set a goal to develop innovative digital patient engagement programs to help individuals easily access essential pharmacy services for a healthier, more fulfilling life.


Maxor has expanded from a traditional retail pharmacy into a leading Pharmacy Benefits Management (PBM) service and a provider of specialty drug management services and solutions for established regional pharmacy clients. Rapid, efficient, and cost-effective digital innovation in customer care has become increasingly critical.

With a three-month deadline to provide an updated patient app to their largest pharmacy services client, I brought leadership and management to effectively turn ideas into a high-performing digital product that was launched in record-breaking time.

As the Director of Digital Products at Maxor National Pharmacy Services, I was hired to play a crucial role in transforming the way Maxor digitally engages with patients across all of their business units and products – starting with the completion of a new pharmacy services app within 90 days.

THE CHALLENGE

DELIVER DIGITAL SOLUTIONS THAT BRING PHARMACIES, PROVIDERS, AND PATIENTS TOGETHER.

My responsibility was to direct the strategic overhaul and digital transformation of Maxor’s patient engagement solutions and turn innovative ideas into high-performing products that deliver better value, improved outcomes, and better health.


My work involves crafting and executing the business strategy, roadmaps, process flows, design, and development of solutions — including a groundbreaking prescription app. The app was completed within three months and scored a 4.6/5.0-star patient-user rating, replacing an older version with a 1.0/5.0-star rating.

My work has included delivering a new customer-focused app within three months that scored a 4.6/5.0-star patient-user rating, replacing an older version with a 1.0/5.0-star rating.

Commitment to Excellence

In every aspect of my role at Maxor National Pharmacy Services, I apply my extensive experience to drive forward the development and success of digital platforms that transform patient experiences and business outcomes.


By continuously aligning Maxor’s digital transformation with the core business objectives and vision of Maxor executives, I ensure that Maxor leads in innovation, customer satisfaction, and operational efficiency.

MY ROLE & LEADERSHIP

DRIVE THE PRODUCT STRATEGY TO ELEVATE CUSTOMER EXPERIENCES.

As the Director of Digital Products, I drive the strategy, design, management, and development process of data-driven digital solutions. This includes gathering requirements, writing business cases, creating roadmaps, managing product design and development, optimizing, and launching new digital experiences.


As a hands-on leader, I spearhead the vision and execute robust, scalable product initiatives and roadmaps to boost digital channel interactions and revenue growth across divisions. I build strong cross-functional partnerships to guarantee successful product launches and sustained adoption, including communicating a compelling vision to C-suite executives.


My responsibilities include leading team members to create innovative digital solutions, directing user testing initiatives, leveraging feedback to continuously refine digital experiences, and monitoring key product performance metrics to identify and pursue opportunities to meet and exceed business objectives.

My responsibilities include leading team members to execute the product vision. My activities include meeting with C-suite executives to review progress toward achieving goals, driving decisions to remove roadblocks, and implementing features that set the stage for growth.

My significant contributions include:

Product Strategy and Planning

  • Vision and Roadmapping:
    I develop and articulate clear, strategic visions for product lines that align closely with the company’s overarching goals.
  • Collaborative Development:
    By working alongside engineering, marketing, sales, and pharmacy operations, I ensure product features are well-prioritized and aligned with user needs and business objectives.
  • Market and User Research:
    Regular market assessments and user research enable me to pinpoint emerging trends, user demands, and opportunities to enhance Maxor's offerings.


Product Development and Execution

  • Agile Methodologies:
    Leading with agile practices, I guide teams through the execution of the product roadmap, emphasizing quality and timeliness in delivery.
  • Continuous Improvement:
    Post-launch, I continue to evaluate product performance, integrating user feedback to refine and adapt Maxor's offerings in line with market dynamics.


Leadership and Team Development

  • Team Building:
    I am committed to nurturing a high-performance team culture that values innovation, transparency, and customer empathy.
  • Strategic Hiring:
    I plan for future needs and promote a team structure that ensures the right skills are present to meet evolving demands.

STRATEGY & INSIGHTS

FOSTERING USER-CENTRIC DIGITAL SERVICES

I am deeply involved in product research, data analytics, and usability testing to ensure that Maxor’s digital services meet and exceed customer expectations.

These efforts have notably improved customer satisfaction and engagement, optimized success rates for digital refills, and reduced abandonment rates to below 10%.

As part of a comprehensive market analysis, I analyzed competing pharmacy service providers’ digital solutions relative to customer perception. My analysis uncovered opportunities to add new HIPAA-compliant features and services.


To gather critical qualitative insights for Maxor's Digital Transformation, I personally interviewed a diverse group of pharmacy customers from a variety of demographic segments.


Additionally, I conducted direct observations of Maxor's target users engaging in prescription refill tasks with pharmacy app prototypes. This approach helped me identify routine behavioral data that might not have been revealed through interviews alone.

I observed Maxor’s target users engaging in prescription refill tasks with pharmacy app prototypes in the context of the use environment (their homes or work) to uncover routine behavioral data that might not surface in interviews.

RESULTS

LOWERED OPERATIONAL COSTS BY $2 MILLION + BOOSTED DIGITAL ENGAGEMENT OVER 60%

Strategic Product Leadership and Innovation

Cost Savings and Efficiency

  • By bringing development in-house and maintaining the internal team size, I eliminated outsourcing costs and saved the company $2 million.
  • This strategic move cut costs and enhanced agility and control over project timelines and quality.


Enhancing Digital Engagement

  • To meet modern patients’ needs, I spearheaded the integration of data-driven, personalized features within text messaging services.
  • The text messaging boosted digital engagement by over 60%.
  • This initiative was part of a broader effort to create more personalized and accessible patient experiences.


Cross-Functional Team Leadership

  • I led cross-functional teams to introduce HIPAA-compliant features that addressed and removed customer pain points.
  • My leadership spans product lines, where I manage multiple projects from conception through market launch.
  • I consistently collaborate with executive stakeholders to maximize cost efficiency and profit.

BUSINESS RESULTS

  • Saved $2 million by eliminating outsourcing costs, bringing development in-house, and maintaining internal team size.
  • Achieved a 4.6/5.0-star patient-user rating and replaced an existing app with a 1.0/5.0-star patient-user rating.
  • Increased digital engagement by over 60% by implementing data-driven, personalized text messaging app features.
  • Elevated digital experiences, optimized customer success for digital refills, and lowered abandonment rates to <10%.