Senior Manager, Digital Product

CVS Health

2d

About The Position

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. Position Summary GPS Product within DDAT is dedicated to transforming the agent experience by delivering digital products that streamline workflows, reduce friction, and enable our call center teams to serve members with greater speed, accuracy, and confidence. Our organization drives the digital strategy, product execution, and continuous improvement of the tools agents rely on every day—focusing on efficiency, usability, and operational impact across Aetna service organizations. A core part of our mission is building integrated platforms and capabilities that simplify complex tasks, reduce manual effort, and improve overall agent productivity. We are seeking a Digital Product Manager to support our teams across the Agent Experience and Efficiency portfolio. In this role, you will lead a train of scrum teams to define and deliver scalable, reliable agent‑facing capabilities that power critical call center operations. Your work will directly impact how agents navigate systems, resolve member needs, and complete complex processes with fewer clicks and faster turnaround time. This role requires understanding agent workflows, backend systems, data flows, Salesforce capabilities, and integration patterns—enabling us to digitize and automate work traditionally executed manually or via multiple disconnected tools, such as provider search tasks, benefits lookups, case handling, or operational decision support. You will play a key role in shaping the future of the agent experience by prioritizing enhancements, simplifying processes, and ensuring we deliver intuitive solutions that materially reduce handle time and improve accuracy.

Requirements

• 3+ years in digital product ownership or content management, with experience supporting various products assisting call center operations.
• 3+ years working in Agile/SAFe environments, partnering with designers, content strategists, and engineers.
• Proven ability to translate complex clinical or operational requirements into user-centric content and design experiences.
• Strong stakeholder orchestration across product, business, compliance, and technology teams.
• Analytical skills to interpret content performance and optimize for engagement and outcomes.
• Proven experience facilitating PI Planning and driving alignment across multiple teams.
• Demonstrated ability to write clear, technically sound features and validate backend functionality through acceptance testing.

Nice To Haves

• Health insurance or healthcare industry experience.
• Experience with the Software Development Life Cycle (SDLC).
• Product Owner or Product Management certification or formal training. (e.g., PSPO, SAFe PO/PM).
• Experience with common Agile tools such as Rally, Jira, or similar platforms.
• Experience with accessibility standards
• Proficiency with collaboration tools like Microsoft Copilot, Teams, ERM (RTC)

Responsibilities

• Partnering with other product leads, business analysts, and system team experts to understand overall business requirements and decompose them into actionable user stories that development teams can execute on.
• Leading and facilitating Program Increment (PI) Planning activities, ensuring alignment across teams, clear prioritization, and readiness of features and enablers.
• Collaborating with engineering teams to accept and validate backend code, ensuring it meets functional and non-functional requirements.
• Driving the creation, refinement, and prioritization of user stories with a strong emphasis on technical accuracy, completeness, and traceability.
• Helping lead the team to success by working across groups to drive discussion and engagement, create and track user stories in a SAFe/Agile framework.
• Managing cross-team dependencies to mitigate risks and issues, ensuring timely delivery of features.
• Promoting transparency and alignment by effectively communicating priorities, progress, and risks within and across teams.
• Leading or participating in Agile ceremonies, including daily stand-ups, sprint planning, retrospectives, and system demos.
• Engaging in technical discussions and solutioning sessions to collaboratively determine the best path forward for the product

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 our 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior