Director, Product Management – Client Experience

This is a fully remote position, open to applicants in New York.

📋 Description

• Articulate and disseminate the product vision, strategy, and roadmap for Client Experience and Member Enrollment.

• Take ownership of products and workflows that facilitate employer onboarding, file ingestion, coverage context, member identity, health plan member IDs, and enrollment quality.

• Enhance the accuracy, reliability, transparency, and scalability of enrollment processes.

• Develop tools that assist teams in identifying and resolving enrollment errors, duplicate or unmatched members, and data-quality challenges.

• Direct the roadmap for internal tools utilized in onboarding new clients and transitioning existing clients into a new plan year.

• Optimize implementation workflows, readiness tracking, handoffs, and launch predictability.

• Create tools that provide Client Success teams with improved visibility into client configuration, enrollment performance, account health, open issues, and growth prospects.

• Collaborate with the Eligibility Product Lead to ensure that enrollment data and coverage context facilitate accurate benefit eligibility determinations.

• Define clear ownership, data interfaces, and shared success metrics across enrollment and eligibility functions.

• Oversee, mentor, and develop two direct reports.

• Work alongside Engineering, Design, Data, Operations, Client Implementation, Client Success, Security, Privacy, and Compliance to achieve measurable outcomes.

• Spearhead product discovery, prioritization, delivery, adoption, and performance evaluation.

⛳️ Requirements

• A minimum of 10 years of product management or related experience, especially with complex platforms, enterprise workflows, data products, or internal tools.

• At least 3 years of experience in people management.

• Proven track record in establishing product strategy and translating it into an actionable roadmap.

• Familiarity with enrollment, customer onboarding, file ingestion, identity matching, enterprise implementation, or related operational processes.

• Strong comprehension of data validation, integrations, APIs, record matching, or identity-management workflows.

• Experience collaborating with engineering teams on technically complex or data-intensive products.

• Capacity to streamline manual and fragmented processes through scalable product solutions.

• Excellent stakeholder management, communication, and prioritization abilities.

• Comfortable handling sensitive data in a regulated environment.

• Strong commercial insight and understanding of how product features can enhance client retention and expansion.

🏝️ Benefits

• Family-friendly benefits: Paid family and parental leave, preconception, fertility, and family building benefits (including egg freezing, IVF, and adoption support), family and pet care fund, and Parents’ Employee Affiliation Group.

• Menopause and midlife care support.

• Health, dental, vision, and life insurance options for employees and their families.

• Complimentary in-person, virtual, and text-based mental health and wellness assistance.

• Paid time off that includes vacation, sick leave, personal days, and summer flex time.

• Company equity opportunities.

• Bonus program availability.

• 401(k) plan with company matching.

• Access to on-demand legal and financial consultation.

• Professional growth through learning and development programs and a mentorship initiative.

• Company social events, including an annual volunteer day and donation matching.

• Flexible workdays (3 days a week in the office) along with onsite meals and snacks for employees based in our NY office.