Lead Director, Product Membership

This is a fully remote position, open to applicants in Alabama, +44 more locations.

📋 Description

• Drive the strategy for digital products, technical architecture, and software delivery within the Membership, Engagement, and Retention domain.

• Oversee a cross-functional team that includes software development engineers, data engineers, Salesforce analysts, and system administrators.

• Develop, scale, and enhance technology that supports patient retention, membership attribution, value-based programs, and service recovery.

• Lead initiatives in software, data engineering, data science, and Epic Analyst across membership, attribution, retention, service recovery, and value-based care programs.

• Manage software releases, data pipelines, and integrations for Salesforce/CRM, Epic EHR, and proprietary analytics.

• Ensure system reliability, maintain data integrity, and achieve real-time observability.

• Drive the delivery of agile roadmaps, sprint planning, technical specifications, product backlogs, and sprint commitments.

• Collaborate with operational leads to digitize worklists, automate manual processes, and replace unscalable tools.

• Focus on metrics related to patient retention, panel stability, service recovery, roster accuracy, and attribution efficiency.

• Coordinate the flow of data between Epic clinical workflows and retention and escalation tools.

• Direct and mentor product managers, designers, and engineering leads.

• Establish KPI frameworks, product health metrics, feedback loops, and outcome-focused roadmaps.

• Enhance the product team's skills in CRM/Epic product design, patient journey mapping, and data/AI-driven patient engagement.

⛳️ Requirements

• Bachelor’s degree is required.

• 10–15+ years of progressive leadership experience in healthcare operations and clinical technology product management.

• 5–8+ years of leadership experience in healthcare software engineering, digital product management, or health-tech execution.

• Specific expertise in patient membership management, patient engagement/retention programs, Salesforce CRM operations, and healthcare attribution models.

• Profound knowledge of enterprise CRM platforms, particularly within the Salesforce ecosystem.

• Experience with cloud data pipelines, EDP/data warehousing, and API-led integration architectures.

• Familiarity with Epic EHR workflows, HL7/FHIR integrations, and clinical worklist functionalities.

• Proven record in leading multidisciplinary technology teams that deliver complex, high-reliability software solutions.

• Expertise in sprint optimization, release management, and ensuring system SLOs/SLA performance.

• Capability to analyze operational bottlenecks and design automated software solutions.

• Exceptional communication skills for engaging with senior executives, operational program managers, and software engineers.

• Demonstrated success in partnering with primary care delivery networks, retail clinics, or value-based care organizations.

• Willingness to travel domestically approximately once per quarter, with potential for more frequent travel.

• A graduate degree and/or clinical background (RN, MD, DO, NP, PA) is preferred.

🏝️ Benefits

• CVS Health bonus, commission, or short-term incentive program.

• Award target in the company’s equity award program.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Paid time off.

• Retirement savings options.

• Wellness programs.

• Additional resources supporting physical, emotional, and financial well-being.