Sr. Manager, Digital Product - Conversational AI Strategy

Overview 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 position in the healthcare ecosystem, our product vision, the value we deliver to customers and 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 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. 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. Leverage Conversational AI (Voice and RCS) to create intelligent, supply-aware re-engagement flows and rigorous evaluation frameworks that maintain care continuity and protect 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. Drive tradeoff conversations and negotiate with teams and stakeholders to achieve roadmap objectives. Deliver incremental user value with 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 and simplify the experience for 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 to drive conclusions and recommendations Preferred Qualifications and Qualities 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. Translate raw interaction data into insights that improve the backfill rate of clinician slots Experience designing and documenting complex logic for AI-driven engines and building scalable triage rules that balance member priority, provider supply, and client-mandated outreach constraints Innate curiosity and 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 Acute focus on the user and ability to express their perspective and needs to ensure each problem statement traces back to these core points An entrepreneurial spirit and ability to work independently in a results-oriented environment Pay Range The typical pay range for this role is $118,450.00 - $236,900.00. This pay range represents the base salary for positions in the job grade. The actual base salary offer depends on experience, education, geography and other factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range. This position also includes an award target in the company’s equity award program. Benefits Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching Benefit solutions that address the different needs and preferences of colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility For more information about benefits, please refer to CVS Health benefits resources. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws. Note: This position may be closed or filled at any time. #J-18808-Ljbffr CVSHealth