Lead Director (IC), Digital Product - Conversational AI Strategy

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.

CVS Business Unit: Signify Health
Location / Logistics: Remote position in US with some travel required
 

Summary:

We are looking for a dynamic, passionate, and experienced product leader to join the Signify Health team and define the long-term strategy for how we move care homeward for all. This is a senior individual-contributor (IC) role responsible for setting direction in a highly ambiguous, emerging space - one that represents a long-term strategic bet for the company. You will operate with significant autonomy, translating ambiguity into a clear multi-year vision, and be trusted to represent that vision both inside Signify and externally with clients, vendors, and industry forums.

You will collaborate with and influence cross-functional peers including clinicians, analysts, operational teams, client success executives, and client support associates - and extend that influence beyond product to shape decisions at the division and department level. Our innovative products, industry, and competition are evolving and growing quickly, 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 working with a highly motivated and experienced cross-functional team 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.

Roles and Responsibilities

• Define and own the long-term product strategy for Signify's AI-driven Outreach and Rescheduling capabilities - a strategic, multi-year company bet operating in a highly ambiguous space with limited internal or industry precedent.

• Architect the AI-driven orchestration logic required to capture and re-engage members following a cancelled appointment, leveraging Conversational AI (i.e. Voice and RCS) to create intelligent, supply-aware re-engagement flows and rigorous evaluation frameworks that protect care continuity and clinician productivity.

• Articulate a long-term vision and secure alignment across stakeholders at the department and division level, influencing whole functions - not just individual teams - to action.

• Serve as a trusted representative of Signify to external stakeholders: engage directly with technical teams at vendors and customers to drive impact, and shape messaging for clients and vendors.

• Operate with a high degree of autonomy, planning and delivering strategy with limited day-to-day oversight from senior leadership (ED+), while partnering closely with your manager, engineering counterparts, and any dotted-line stakeholders.

• Deliver across departments and multiple functions and product teams - not a single team or product line - defining and organizing work to balance competing commitments while maximizing value delivery at scale.

• Proactively identify user or business needs and recommend innovative solutions; drive tradeoff conversations and negotiate across departments to achieve shared roadmap objectives.

• Develop a clear, longer-term vision and roadmap with value definitions tied to both customer and corporate strategy; work cross-functionally to define and quantify shared KPIs across the full product line.

• Identify longer-term market and technology trends, quantifying opportunities in terms of addressable market and financial impact; match complex market trends to product investment decisions.

• Maintain a pulse on emerging technologies and system-wide architecture across the broader business line, identifying opportunities and influencing changes that support strategic growth beyond your immediate product scope.

• Observe and interview users - including executive-level customers - across multiple product lines to validate product direction and connect feedback into defined strategy.

• Act as a versatile, senior product athlete: while this is an individual-contributor role, you're expected to have the judgment and presence to plug into other Lead Director scopes as needed, including mentoring junior product talent, contributing to hiring panels, and force-multiplying across teams where the opportunity arises.

• Understand the healthcare industry, key trends, and current market movement at a strategic level, using that context to inform long-term bets.

Basic Qualifications

• Bachelor's degree in business or a quantitative field, or an equivalent combination of formal education and experience

• 10 or more years of professional experience, including 7 or more years of product experience, with a track record of owning strategy for a highly ambiguous or emerging product space

• Strong technical acumen with the ability to lead the integration of AI models into complex business logic; ability to dissect complicated technical problems (e.g., intent classification, supply-aware routing) and evaluate technical opportunities and architecture decisions across a broader business line

• 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)

• Demonstrated ability to influence at the department/division level and build consensus among senior, cross-functional stakeholders

• Experience engaging directly with external stakeholders - vendors, clients, or industry forums - to shape strategy or represent a product vision

• Excellent written and verbal communication skills, including the ability to present complex strategy to executive and external audiences

• Experience collecting, analyzing, and synthesizing data from disparate sources to drive strategic recommendations; comfortable leading the charge to gather data when it doesn't already exist

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, translating raw interaction data into insights that improve backfill rate of clinician slots

• Experience representing a product or strategy externally - at client/vendor engagements, industry conferences, or similar forums

• A track record of mentoring or coaching product talent informally, even without direct management authority

• Innate curiosity, almost obsessively so, with a 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, with a wholehearted interest in diving into its complexity

• Acute focus on the user, able to express their perspective and ensure each problem statement traces back to these core points

• An entrepreneurial spirit, able to work independently and effectively in a results-oriented, efficient environment with minimal supervision

Pay Range

The typical pay range for this role is:

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls.  The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.  This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.  This position also includes an award target in the company’s equity award program. 
 

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.