Sr. Manager, Digital Product - Conversational AI Strategy
$118,450–$236,900 year
RemoteUnited States or Texas, United States
Job Summary
Architect Signify's AI Outreach and Rescheduling strategy, including AI-driven orchestration logic to capture and re-engage members following cancelled appointments. Leverage Conversational AI (Voice and RCS) to create intelligent, supply-aware re-engagement flows and rigorous evaluation frameworks that maintain care continuity. Communicate complex concepts to influence peers and stakeholders on decisions, proactively identify user needs, and drive tradeoff conversations to achieve roadmap objectives. Develop clear visions and roadmaps with measurable outputs, observe users across product lines to aggregate feedback, and coordinate dependencies while managing stakeholder expectations. Understand high-level strategic levers, develop and measure KPIs for value delivery, and analyze the healthcare industry and market trends. This role reports to the Lead Director of Day of Service (DOS) Execution at CVS Health.
Required 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
Desired Qualifications
- Proven experience integrating and normalizing disparate datasets—specifically cancellation dispositions, member eligibility data, and real-time clinician availability—to identify high-value 'recoverable' member segments
- Ability to analyze the member rescheduling journey to identify 'leakage' points across 2-way SMS, Voice AI, and inbound channels. Can translate raw interaction data into insights that improve the backfill rate of clinician slots
- Experience designing and documenting complex logic for AI-driven engines
- Has a track record of building scalable triage rules that balance member priority, provider supply, and client-mandated outreach constraints
- Innate curiosity, almost obsessively so, with a passion to share knowledge and challenge the status quo to uncover creative solutions
- Passionate about transforming the US healthcare system and the way care is delivered and paid for with a wholehearted interest in diving into its complexity
- Acute focus on the user and able to express their perspective and what they need to ensure each problem statement clearly traces back to these core points
- An entrepreneurial spirit and be able to work independently and effectively in a results-oriented, efficient environment
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