Director of Conversational AI & Digital Product Strategy

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Summary:
We are looking for a dynamic, passionate, and experienced Product Manager to join the Signify Health team to help realize the product vision and move care homeward for all. We expect Product Managers to develop a deep understanding of our specific position in the healthcare ecosystem, our product vision, the value we deliver to customers & users, and our market differentiation.

They will collaborate with and influence cross-functional peers including clinicians, analysts, operational teams, client success executives, and client support associates to ensure the long-term growth and success of Signify’s products. Our innovative products, industry, and competition are evolving and growing quickly, and we are excited to add to our collective expertise.

Our team is guided by the company’s mission to build a healthier place for us all to live and age in. If you’re looking for a rewarding career opportunity and working with a highly motivated and experienced cross functional team that is passionate about solving the hardest problems in the US healthcare system, this is the role for you.

This role will report to our Lead Director of Day of Service (DOS) Execution.

Roles and Responsibilities

• Architect Signify’s AI Outreach and Rescheduling strategy, including the AI-driven orchestration logic required to capture and re-engage members following a cancelled appointment. You will leverage Conversational AI (Voice and RCS) to create intelligent, supply-aware re-engagement flows and rigorous evaluation frameworks that maintain care continuity and protect our clinicians' productivity.

• Communicate complex concepts, both written and verbally, to influence peers and stakeholders to make decisions or adjust approaches when needed.

• Proactively identify user or business needs and recommend innovative solutions. When necessary, drive tradeoff conversations and negotiate with teams and stakeholders to achieve roadmap objectives. Deliver incremental user value by having a cross-functional view of the problem.

• Develop a clear vision and short term and long-term roadmap with value definitions and measurable output; communicate this roadmap with customers and across the organization.

• Observe and interview users across multiple product lines to aggregate and connect their feedback into defined problem statements.

• Coordinate dependencies, communicate timelines, and manage stakeholder expectations across departments and product lines.

• Understand high-level strategic levers and drivers of the business. Develop and measure KPIs for the product to define, track and communicate value delivery.

• Understand the healthcare industry, key trends, and current news and movement in the market.

Basic Qualifications

• Bachelor's degree in business or quantitative field, or an equivalent combination of formal education and experience

• 7 or more years of professional experience including 5 years of product experience

• Strong technical acumen with the ability to lead the integration of AI models into complex business logic. Ability to dissect complicated technical problems (like intent classification or supply-aware routing), simplify the experience, and innovate on behalf of our members

• Experience in Conversational AI or NLP-driven product management, with a proven ability to design and optimize multi-modal user journeys (Voice, SMS, Chat) powered by Large Language Models (LLMs)

• A strong track record of delivering products and ensuring customer success

• Excellent written and verbal communication skills

• Experience collecting, analyzing, and summarizing data from disparate sources in order to drive conclusions and recommendations. When the data isn’t available, you are able to lead the charge to gather it.

Preferred…