Lead Director Product Membership

CVS Health•Washington, NV

1d•$144,200 - $288,400•Remote

About The Position

CVS Health is hiring a Lead Director in Digital Product for the Membership, Engagement & Retention domain. Reporting directly to the Executive Director, Digital Product – Patient Growth & Engagement, this leader owns the domain’s digital product strategy, technical architecture, and software delivery. The role manages a dedicated cross-functional engineering and technical team, including Software Development Engineers, Data Engineers, Salesforce Analysts, and System Administrators, and leads technology supporting patient retention, membership attribution, value-based programs, and service recovery operations. The Lead Director is the primary operational and technology bridge between executive leadership and delivery teams. The role partners with leaders across Membership Management, the Patient Engagement Escalations Program, Value-Based Programs, and Patient Retention & Service Recovery. It oversees software, data engineering, Data Science, and Epic Analyst initiatives; system releases, data pipelines, and integrations among Salesforce/CRM, Epic EHR, and HCD analytics platforms; and agile roadmaps and sprint delivery. This leader also works with operational partners to digitize workflows, automate manual interventions, and improve outcomes such as patient retention, panel stability, service recovery turnaround, roster accuracy, and attribution efficiency. The role mentors product managers and designers, establishes product and KPI discipline, and develops the team’s capabilities in health-tech methods, patient journey mapping, CRM/Epic product design, and data- and AI-enabled patient engagement. The position is remote anywhere in the U.S. and involves domestic travel, generally about once per quarter but potentially more frequently.

Requirements

Bachelor’s degree required.
10–15+ years of progressive leadership experience spanning healthcare operations and clinical technology product management.
5–8+ years of leadership experience in healthcare software engineering, digital product management, or health-tech execution, with expertise in patient membership management, patient engagement and retention programs, Salesforce CRM operations, and healthcare attribution models.
Deep understanding of enterprise CRM platforms, including the Salesforce ecosystem, cloud data pipelines and data warehousing, and API-led integration architectures.
Familiarity with EHR integration approaches, specifically Epic EHR workflows, HL7/FHIR integrations, and clinical worklist capabilities.
Demonstrated experience leading multidisciplinary technology pods, including software development engineers, data engineers, and Salesforce developers, to deliver complex, high-reliability software solutions.
Strong agile delivery skills, including sprint optimization, release management, and maintaining system SLO/SLA performance.
Ability to analyze operational bottlenecks such as patient churn, missed retention touchpoints, and roster reconciliation delays and develop automated software solutions.
Excellent communication skills for working with senior executives, operational program managers, and software engineers.
Proven history of partnering with primary care delivery networks, retail clinics, or value-based care organizations to improve patient growth and engagement pathways.
Ability to build high-trust teams that excel under high-growth expectations.

Nice To Haves

Graduate degree.
Clinical background, such as RN, MD, DO, NP, or PA.

Responsibilities

Lead software, data engineering, Data Science, and Epic Analyst initiatives across membership, attribution, patient retention, service recovery, and value-based care programs.
Oversee membership roster management, patient attribution engines, push programs, at-risk Health Review Visit management, and membership flow-through analytics.
Lead Patient Engagement Escalations Program programming and analytics, executive resolutions, dual programming strategies, and provider departure retention workflows.
Oversee Patient Relationship Management programming, Membership Management Team workflows, and government value-based care program integrations.
Manage delivery of software releases, data pipelines, and system integrations across Salesforce/CRM, Epic EHR, and proprietary HCD analytics platforms, ensuring reliability, data integrity, and real-time observability.
Drive agile roadmap delivery and sprint planning across multidisciplinary teams; turn executive priorities into technical specifications, product backlogs, and predictable sprint commitments.
Partner with operational leads to digitize worklists, automate manual interventions, and reduce dependence on ad hoc spreadsheets and manual reporting worklists.
Align technology outcomes with patient retention, panel stability, service recovery turnaround, roster accuracy, and value-based care attribution efficiency.
Partner with Epic analysts, platform architects, and Salesforce teams to support data flow between clinical workflows and retention and escalation tools.
Direct and mentor product managers and designers working with engineering leads to execute the domain strategy.
Establish KPI frameworks, product health metrics, feedback loops with frontline teams, and outcome-oriented roadmaps to reduce patient churn and improve service recovery.
Develop the domain product team’s capabilities in CRM/Epic product design, patient journey mapping, and data- and AI-enabled patient engagement.