• Lead and develop the Product Support team • Manage a team of 3 product support engineers, setting clear expectations, providing regular coaching, and building a culture of accountability and continuous improvement • Own hiring, onboarding, and knowledge transfer so that team capability is documented and not dependent on specific individuals • Develop and maintain a living runbook and knowledge base tied to ticket categories, updated continuously as new issues are resolved • Define and own the escalation matrix: clear criteria for when and to whom tickets escalate, with explicit handoff accountability • Establish SLA tiers so brand partners know what to expect and the team has clear accountability • Implement a QA process: regularly sample tickets, score against resolution quality, and use findings to close knowledge gaps • Own CSAT and NPS for the support function, treating them as primary indicators of team health • Ensure that every ticket, whether resolved by PS or escalated, is handled with professionalism and clear communication throughout • Establish a feedback loop with Engineering, Operations and Partnerships to surface recurring issues as product or documentation gaps rather than permanent support burdens • Implement deflection tracking to identify when the same questions keep coming back, and treat that as a signal to fix root causes • Work closely with Partnerships and Operations to define clear boundaries between support and their functions, and hold those boundaries • Partner with Engineering to ensure bugs and escalations have a clear path to resolution • Represent the support function in cross-functional planning and communicate brand partner needs clearly

• Collaborate with other product managers, stakeholders, and customers to help refine and drive our product roadmap and define innovative new features for our SaaS employee performance management products. • Work closely with our Product Development team, participating in our agile/scrum development process and driving grooming sessions for the product backlog and upcoming sprints and releases. • Report directly to the Senior Product Manager.

Role Description As a crucial part of the product management team, the Product Manager will collaborate with other product managers, stakeholders, and customers to help refine and drive our product roadmap and define innovative new features for our SaaS employee performance management products. This position will report directly to the Senior Product Manager. This is a 100% remote position—now & forever. What you’ll do: - Own and drive specific product roadmap initiatives for the PerformYard SaaS products. - Serve as the product owner role on one or more agile scrum product development teams, maintaining and prioritizing product requirements and working closely with our product development team. - Work closely with key stakeholders, customers, and partners to inform our product roadmap and evangelize the PerformYard application. - Take a data-informed decision approach to our roadmap, design, and development processes. Qualifications - 3-5 years of software product management experience with a commercial product, preferably SaaS. - Proven track record leading AI-powered product development, from initial concept through launch and ongoing iteration, ideally spanning both conversational AI experiences and embedded, insight-driven AI features. - Prior experience as a product manager and product owner in an agile/scrum development environment. - Prior experience collaborating with UX/UI designers on product features. - Previous experience with JIRA (or equivalent issue management system) for epics, stories, and backlog management. - Startup technology company experience, preferably for a SaaS offering. - Experience working in a team of product managers. - Experience managing the development of extensions and integrations for a core product to other platforms. Bonus Points: - MBA, preferably with an Entrepreneurship or Technology Management major. - BS in Computer Science and/or prior software development experience. - Practical knowledge of querying NoSQL databases, specifically MongoDB. - Previous product management experience with an HRIS or employee performance management product. - Prior product management experience for a product’s public API offering. - Prior experience with product analytic platforms, specifically PostHog. - A desire to do and achieve brilliant things! - Authentically curious, you love learning and improving yourself. Benefits - Medical, dental, and vision health insurance benefits with an HSA plan. - Disability insurance. - 401k plan. - Generous PTO. - Paid holidays. - Other benefits.

Role Description The Director, Product Manager - Quality will lead product strategy for the quality capabilities that power careflow™, Matrix's mobile platform used by Nurse Practitioners during in-home health assessments. This role is focused on transforming quality from a retrospective reporting exercise into a proactive, technology-enabled clinical workflow. - Lead product strategy and roadmap for HEDIS performance, Medicare Stars, care gap closure, and quality analytics. - Enhancements to careflow™ that surface care gaps in real time and enable same-visit closure. - Intelligent clinical workflows for preventive screenings, transitions of care, documentation, and quality interventions. - Lab ordering, results capture, and supplemental data pipelines that create compliant HEDIS numerator closures. - AI-driven capabilities that prioritize outreach, predict intervention opportunities, and improve member engagement. - Cross-functional partnerships across Clinical Operations, Care Management, Engineering, Analytics, Coding, Payer Relations, and Executive Leadership. - Translation of evolving NCQA and payer requirements into product capabilities before they become operational challenges. - Executive reporting that clearly demonstrates how product investments improve quality performance and business outcomes. Qualifications - 5+ years of Product Management experience. - 2+ years working within Healthcare Quality, HEDIS, Medicare Star, or Population Health. - Strong knowledge of HEDIS methodology, NCQA standards, and Medicare Star programs. - Experience supporting supplemental data submission and hybrid medical record retrieval. - Strong analytical skills with experience interpreting Star scorecards, HEDIS performance, numerator/denominator reporting, and population health analytics. - Proven success leading highly cross-functional teams across clinical, operational, and engineering organizations. Requirements - Population Health or Value-Based Care organizations experience. - Experience with Arcadia, Cotiviti, Inovalon, Episource, or similar quality platforms. - Mobile phlebotomy or in-home diagnostic services experience. - Lab-based HEDIS measure workflows experience. - AI or predictive analytics used to prioritize outreach and interventions. - Understanding of Risk Adjustment and the intersection between quality, risk adjustment, and value-based care. Benefits - Medical, dental, and vision insurance. - Paid time off and paid holidays. - 401(k) with company matching. - Voluntary life insurance. - Short-term and long-term disability. - Employee assistance program. - Health savings account and flexible spending accounts. - Additional voluntary benefits. Company Description Matrix Medical Network is the nation’s leading independent provider of comprehensive in-home health assessments, serving Medicare Advantage, Managed Medicaid, and Commercial patients across all 50 states. With a network of 3,000+ clinicians, we deliver personalized Whole Person Care that includes diagnostic testing, risk identification, medication management, and preventive health education. - Guided by core values of Integrity, Accountability, Trust, Respect, and Passion. - Committed to creating a culture where both patients and teammates feel valued, supported, and heard.