Director Product Delivery - Customer Experiences

Job Description
The Product Delivery Director, Customer Experiences is accountable for driving adoption, engagement, and usability across enterprise digital and assisted service channels. This role ensures customers, brokers, providers, and group administrators can effectively self‑serve through intuitive, reliable, and consistent experiences that reduce friction and improve outcomes across digital and contact center touchpoints.

This role spans member, provider, broker, and group experiences across portals and platforms such as Microsoft 365, Nuance, Genesys, IVR, PEGA, and supporting workflow solutions. Accountability includes improving channel effectiveness, optimizing end‑to‑end journeys, and ensuring experiences are measurable, scalable, and aligned to enterprise standards, enabling a cohesive, self‑service‑forward ecosystem across digital and assisted channels.

• Define and manage a multi‑year product vision and roadmap, aligned to enterprise strategy.
• Lead and mentor Group Product Managers, Product Managers, and Product Owners within an agile framework.
• Own product backlog prioritization and lead continuous improvement through data‑driven insights while also considering value, risk and compliance.
• Partner with Business, Technology, and other functions to develop go‑forward strategic plans, ensuring integrated and incremental, high‑quality delivery.
• Balance competing priorities across the different lines of business, products, etc.
• Define and monitor product KPIs and drive measurable outcomes tied to growth, cost management and customer satisfaction.
• Provide visibility to product status (key decisions, release/production issues, dependencies, risks, metrics, milestones, etc.) through status reporting to all stakeholders.
• Understand and bridge connections across multiple projects and stakeholders to determine dependencies, impact and sharing of new features and capabilities.
• Manage program/feature dependencies across teams and stakeholders, anticipating and proactively removing obstacles.
• Develop strong partnerships with functional leaders to focus on business objectives and be a trusted partner for executive management to ensure program success.

• 12+ years of experience with a Bachelor’s degree; 3+ years in management; additional experience may be accepted in lieu of education or degree.
• 8‑10 years of experience working with product, design and software engineering teams in an agile environment.
• A minimum of 5 years of experience managing product or design.
• 3+ years in healthcare and management.
• A strong track record of delivering large, cross‑functional projects.
• Experience leading teams to build software technologies and products at scale.
• Strong customer focus and know‑how to deliver exceptional experiences.
• Excellent organizational, time‑management and project management skills.
• Entrepreneurial spirit, intellectual curiosity and a bias toward action.
• Strong analytical and problem‑solving skills.
• Ability to present written information and findings clearly.
• Ability to communicate concepts and interact well with co‑workers and external contacts.

The national base pay range for this role is $140,700 - $305,000. Actual pay may vary based on assessment of the candidate’s knowledge, skills, abilities, experience, education, certifications and ability to meet required minimum job qualifications. Other factors include prevailing wages in the work location and internal equity.

• Competitive base and incentive pay
• 401(k) with robust matching and non‑matching contributions
• Rich medical & pharmacy benefits
• 100% employer‑paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and birthday off
• Culture of growth and learning: career development, tuition reimbursement, recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program

Delta Dental is an equal‑opportunity employer and is committed to providing a professional work environment free from…