Sr. Product Owner, Services

SUMMARY:

We are looking for a Product Owner to lead the development of customer-facing services and materials, including service models supporting healthcare providers and patients. This role will focus on delivering experiences that streamline test ordering, sample collection, result delivery, education, and engagement, working closely with customer success clinical support, engineering, commercial, and support teams.

The Product Owner will be responsible for managing and evolving the services that support Baylor Genetics' diagnostic offerings—focusing on how providers, patients, and institutional clients interact with the company across the testing journey. This includes ownership of service models, patient and provider communication touchpoints, and ancillary support offerings. This individual will work cross-functionally to identify pain points, evaluate customer feedback, and define service enhancements that deliver measurable improvements in satisfaction and efficiency. The Product Owner will ensure services are scalable, compliant, and aligned with the needs of diverse customer segments, from individual providers to enterprise partners.

QUALIFICATIONS:

Education

• Bachelor’s degree in healthcare administration, business, public health, health informatics, or a related field. Advanced degree in genetic counseling is a plus.
• Experience:
  5-8 years of experience in genetic counseling, product management/ownership, clinical customer experience, or service design roles within healthcare, diagnostics, or health tech.
• Proven track record of improving customer-facing experiences and managing cross-functional service initiatives that impact growth and satisfaction.

Experience/Skills

• Clinical Expertise: In-depth understanding of clinical workflows, genetic testing processes and patient support services.
• Service Line Ownership: Assume full ownership of the services managed, from conception to commercialization.​ 
• Product Roadmap Management: Support in the Development and maintenance of a comprehensive service products roadmap
• Performance Target Setting: Establish and monitor appropriate product performance targets that support the broader leadership team and align with overall strategic priorities.​ 
• Product Requirements Documentation: Create detailed Product Requirements Documents (PRDs) that define the requirements, features, and functionality necessary to build market-winning services.​ 
• Regulatory Knowledge: Familiarity with regulatory and compliance requirements in the laboratory testing industry.
• Project Management Skills: Proven ability to manage complex projects, with strong organizational and leadership skills.​ 
• Excellent written and verbal communication skills.

KEY RESPONSIBILITIES:

• Identify opportunities for service improvements that will make Baylor a lab of excellence to work with.
• Develop and maintain product roadmaps aligned with business strategy.
• Author clear product requirements, user stories, and acceptance criteria.
• Partner with stakeholders to understand needs and validate solutions.
• Monitor performance and user feedback to drive continuous improvement.
• Evangelize the product vision and advocate for end users.
• Collaborate with scientific and lab teams to drive test innovation and operational scalability.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Frequently required to sit
• Frequently required to stand
• Frequently required to utilize hand and finger dexterity
• Frequently required to talk or hear
• Frequently required to utilize visual acuity to operate equipment, read technical information, and/or use a keyboard

EEO Statement:

Baylor Genetics is proud to be an equal opportunity employer dedicated to building an inclusive and diverse workforce. We do not discriminate based on race, religion, color, national origin, sex, sexual orientation, age, gender identity, veteran status, disability, genetic information, pregnancy, childbirth, or related medical conditions, or any other status protected under applicable federal, state, or local law.