Senior Product Manager- Production Support

CVS Health • New York, TX

1d

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. Production Support Product Manager – Underwriting Transformation (Caremark) Overview The Production Support Product Manager (PM) for the Underwriting Transformation Program is responsible for ensuring the stability, reliability, and continuous improvement of Caremark’s underwriting ecosystem supporting live client deals. This role owns end to end production incident management—including intake, triage, resolution, and root cause analysis (RCA)—within defined SLAs, ensuring minimal disruption to underwriting operations and client commitments. The PM plays a critical role in converting production learnings into short term fixes and long term product and process improvements, preventing recurrence and strengthening the underwriting platform. This role operates at the intersection of product, engineering, analytics, and business, with a strong focus on analytical products that forecast pricing and calculate P&L for underwriting deals.

Requirements

• 5+ years of experience in Product Management, Production Support, or Operational Product roles.
• Experience owning production incident management, RCA, and SLA driven support for complex systems.
• Strong analytical mindset with the ability to interpret data, forecasts, and financial outputs (P&L).
• Proven ability to collaborate across engineering, data science, QA, and business teams.
• Excellent communication, prioritization, and stakeholder management skills.

Nice To Haves

• Experience in underwriting, pricing, financial modeling, or analytics driven products.
• Familiarity with Agile/Scrum delivery models.
• Experience with monitoring, alerting, and ticketing tools (e.g., Jira, ServiceNow, Splunk, Datadog).
• Background in healthcare, PBM, or financial services environments.

Responsibilities

• Production Incident Management & SLAs Serve as the primary Product Manager for all production incidents across the underwriting ecosystem. Receive, triage, prioritize, and drive resolution of incidents raised by underwriters, business users, and partners, ensuring adherence to SLAs for live client deals. Assess business impact, deal risk, and urgency, and coordinate rapid resolution with engineering, data science, QA, and operations teams. Provide clear, timely communication to stakeholders during incidents, including status updates, mitigation steps, and resolution timelines.
• Root Cause Analysis & Preventive Solutions Lead and document root cause analyses (RCAs) for production incidents and escalations. Translate RCAs into actionable short term fixes and long term solutions to address issues at the root. Identify systemic patterns, data quality issues, model gaps, or process weaknesses and partner with teams to prevent repeat incidents.
• Run the Business & Continuous Improvement Own run the business activities for the underwriting platform, ensuring operational stability and readiness for ongoing deal activity. Drive continuous improvements to user experience, operational efficiency, data accuracy, and business outcomes. Balance production stability with product enhancements and platform evolution.
• Cross Functional Collaboration Collaborate closely with engineers, data scientists, QA, business partners, and end users to resolve incidents and improve product performance. Act as the single point of product accountability during escalations, ensuring alignment across technical and business teams. Partner with underwriting and business stakeholders to understand deal impacts and prioritize fixes accordingly.
• Analytics, Insights & Business Impact Leverage strong analytical skills to diagnose issues within analytical products that forecast pricing and calculate P&L for underwriting deals. Analyze production data, trends, and incidents to identify improvement opportunities across models, data pipelines, and workflows. Ensure accuracy, reliability, and transparency of analytical outputs that directly impact client pricing and financial outcomes.

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: Mid Level