Product Leadership to Drive Innovation &
$2 Million in Savings

 

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. The initiative was positioned as a strategic growth and efficiency program, with clear KPIs tied to engagement, cost-to-serve, and long-term client retention.


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 deliver for Maxor's largest enterprise client, I was accountable for end-to-end product vision, roadmap prioritization, and cross-functional execution, aligning design, engineering, operations, compliance, and executive leadership around a single launch plan.

As the Director of Digital Products, I was hired to establish the product operating model, define the multi-platform roadmap, and drive measurable business outcomes across Maxor's patient engagement ecosystem — beginning with a 90-day transformation of the pharmacy services app.

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. This included portfolio prioritization, investment sequencing, and KPI definition to ensure speed-to-market and ROI, not just feature delivery.


My work involves crafting and executing the business strategy, roadmaps, process flows, design, and development of solutions — including a groundbreaking prescription app.

Within a 90-day delivery window, I led the end-to-end transformation of Maxor's pharmacy services app — replacing a poorly rated legacy experience (1.0/5.0 stars) with a new, patient-centered platform that achieved a 4.7/5.0-star rating and materially improved engagement and refill completion.

PRODUCT LEADERSHIP & ORGANIZATIONAL IMPACT

DRIVE THE PRODUCT STRATEGY TO ELEVATE CUSTOMER EXPERIENCES.

As Director of Digital Products, I established decision frameworks, operating cadences, and investment priorities that aligned product, design, engineering, compliance, and operations teams around shared outcomes — balancing near-term delivery with long-term platform capability building.


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. I operate as the product owner at the enterprise level, balancing near-term delivery with long-term platform strategy and capability building.


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 against roadmap milestones, financial targets, and adoption KPIs, driving prioritization and investment decisions.

Product Strategy and Planning

This role required aligning product vision, roadmap sequencing, and delivery execution with business objectives across multiple pharmacy service lines. I worked closely with engineering, operations, compliance, and executive leadership to ensure investments translated into measurable outcomes, not just feature delivery.

STRATEGY & INSIGHTS

Customer research and behavioral analysis directly informed roadmap sequencing, feature investment, and rollout strategies across Maxor's PBM, specialty, and retail platforms — helping reduce abandonment below 10% while improving digital refill success and engagement.

RESULTS: MEASURABLE BUSINESS & PLATFORM IMPACT

These outcomes reflect the combined impact of product strategy, organizational alignment, and disciplined execution, not isolated feature improvements.

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

Strategic Product Leadership and Innovation

Cost Savings and Operational Efficiency

  • By bringing development in-house and maintaining the internal team size, I eliminated third-party outsourcing spend and delivered $2 million in recurring operational cost savings, while increasing delivery speed, quality control, and platform scalability. This shift strengthened financial performance and established a more agile, sustainable product operating model.


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 and scaled cross-functional product, design, engineering, compliance, and operations teams, aligning delivery with revenue growth, cost reduction, and client satisfaction objectives.
  • 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.


This work established the foundational operating model and platform capabilities that later enabled more advanced pharmacy engagement initiatives, including scan-based access and AI-assisted workflows.

BUSINESS RESULTS

The 90-day transformation delivered immediate financial, operational, and experience outcomes:

  • Saved $2 million by eliminating outsourcing costs, bringing development in-house, and maintaining internal team size.
  • Achieved a 4.7/5.0-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%.