Senior Product Manager, Healthcare Contact CenterDigital Product
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. Own the product strategy and delivery for Aetna Health Chat and Secure Message Center, while incubating and scaling emerging self-service omni channels (e.g., RCS text messaging). You’ll operate within the Aetna Health product model to create channel capabilities that exceed market expectations, and you’ll drive outcomes through a test-and-learn mindset—from idea to measurable impact.
Requirements
- 7+ years of digital product management or product ownership, including leading significant digital product initiatives end-to-end
- 7+ years of experience with product management fundamentals: building roadmaps, driving deliverables, aligning and influencing stakeholders, and managing cross-functional dependencies
- 7+ years of technical fluency with digital products and systems (able to partner deeply with engineering and translate between business needs and technical constraints)
- 5+ years of experience delivering contact center and/or messaging channels (e.g., chat, secure messaging, SMS/RCS) and scaling capabilities through iterative, test-and-learn delivery
- 5+ years of experience improving digital self-service and reducing cost-to-serve through channel strategy
- 5+ years of experience scaling reusable channel/platform capabilities across multiple teams or portfolios
- 5+ years of agile experience and tools such as Jira, Rally, and Confluence
- 2+ years of experience working in health insurance operations, including digital product strategy and support in an operational environment.
Nice To Haves
- Experience with AI technologies: Claude, CoPilot, or ChatGPT
- Experience with presenting data to Executive Leaders, good business acumen skills
Responsibilities
- Lead channel product strategy and roadmap for Aetna Health Chat and Secure Message Center, translating the contact center strategy into sequenced capabilities and releases
- Identify, size, and validate emerging channels for new opportunities using experiments, pilots, and iterative learning loops
- Collaborate across the BB portfolio and partner with adjacent portfolios to ensure coherent journeys, shared platform direction, and well-managed dependencies
- Influence and drive alignment with cross-portfolio partners to advance the contact center strategy and vision (shared priorities, dependencies, and delivery plans)
- Define success metrics and instrumentation for channel capabilities and use data to make decisions and tradeoffs
- Drive crisp execution: align requirements, manage dependencies, unblock delivery, and communicate progress/risks with transparency
- Advance cross-channel digital self-service and AI capabilities to improve containment/deflection, CSAT, and operational efficiencies
- Leverage AI to deepen insights and clarity for members, translating learnings into measurable improvements across chat, secure messaging, and emerging channels
Benefits
- medical
- dental
- vision coverage
- paid time off
- retirement savings options
- wellness programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
