Customer Experience Representative troubleshooting software issues for clients at Homecare Homebase. Ensuring high - quality patient care by resolving software challenges and providing excellent customer service.
About the role
- Senior Product Manager driving digital customer experience strategies and product lifecycle for CVS Health. Leveraging AI technologies to enhance customer insights and team leadership.
Responsibilities
- Define and drive the product vision, strategy, and roadmap for our digital twin and customer simulation capabilities, ensuring alignment with enterprise business goals and customer experience objectives.
- Oversee the entire product lifecycle from ideation, requirements gathering, and prototyping through to development, testing, launch, and iteration.
- Lead, mentor, and develop a high-performing team of product and research professionals, fostering a culture of innovation, expertise, and continuous improvement.
- Partner with key stakeholders across the organization to align product strategies, manage resources, and facilitate effective collaboration to drive product success and customer satisfaction.
- Oversee the operational health and ongoing success of the platform.
- Manage the relationship with technology vendors to ensure stability, resolve issues, and co-develop future enhancements.
- Champion evidence-based decision-making by analyzing platform data, monitoring the competitive landscape, and effectively communicating product performance and strategic recommendations to senior leadership.
- Deliver innovative solutions that integrate seamlessly with existing technologies while ensuring strict compliance with regulatory, safety, quality, and confidentiality standards.
- Create and implement repeatable frameworks and processes to operationalize insights, maximize ROI, and enhance brand visibility through data-driven storytelling.
Requirements
- 5+ years of experience leading research agendas, conducting qualitative/quantitative research, and translating insights into product action.
- 4+ years of experience developing, maintaining, and executing against strategic product roadmaps.
- 3+ years of experience in product management, overseeing the full product lifecycle (SDLC) from concept to launch.
- 2+ years of experience with vendor management, including contract negotiation and performance management.
- 2+ years of experience driving continuous process improvement initiatives.
- Proven ability to lead change management efforts and drive adoption of new technologies and processes.
- 3+ years of experience building and leading high-performing teams. (Preferred)
- 3+ years of dedicated change management experience. (Preferred)
- A keen understanding of the Artificial Intelligence landscape and emerging industry trends, with a track record of applying new technologies to solve business problems. (Preferred)
- Experience in the healthcare industry, with an understanding of customer journeys and needs. (Preferred)
- Strong business intelligence and data analysis skills. (Preferred)
- Certification in Product Management (e.g., CPM) or process improvement (e.g., Six Sigma). (Preferred)
Benefits
- Affordable medical plan options
- 401(k) plan (including matching company contributions)
- Employee stock purchase plan
- No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
- 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.
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