Sr. Manager, Digital Product - Conversational AI Strategy

CVS Health is committed to building a world of health around every individual. They are seeking a Senior Manager for Digital Product – Conversational AI Strategy to lead AI-driven product vision and collaborate with cross-functional teams to enhance patient care experiences.

Responsibilities:

• Architect Signify’s AI Outreach and Rescheduling strategy, including the AI-driven orchestration logic required to capture and re-engage members following a cancelled appointment. You will leverage Conversational AI (Voice and RCS) to create intelligent, supply-aware re-engagement flows and rigorous evaluation frameworks that maintain care continuity and protect our clinicians' productivity
• Communicate complex concepts, both written and verbally, to influence peers and stakeholders to make decisions or adjust approaches when needed
• Proactively identify user or business needs and recommend innovative solutions. When necessary, drive tradeoff conversations and negotiate with teams and stakeholders to achieve roadmap objectives. Deliver incremental user value by having a cross-functional view of the problem
• Develop a clear vision and short term and long-term roadmap with value definitions and measurable output; communicate this roadmap with customers and across the organization
• Observe and interview users across multiple product lines to aggregate and connect their feedback into defined problem statements
• Coordinate dependencies, communicate timelines, and manage stakeholder expectations across departments and product lines
• Understand high-level strategic levers and drivers of the business. Develop and measure KPIs for the product to define, track and communicate value delivery
• Understand the healthcare industry, key trends, and current news and movement in the market

Requirements:

• Bachelor's degree in business or quantitative field, or an equivalent combination of formal education and experience
• 7 or more years of professional experience including 5 years of product experience
• Strong technical acumen with the ability to lead the integration of AI models into complex business logic. Ability to dissect complicated technical problems (like intent classification or supply-aware routing), simplify the experience, and innovate on behalf of our members
• 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)
• A strong track record of delivering products and ensuring customer success
• Excellent written and verbal communication skills
• Experience collecting, analyzing, and summarizing data from disparate sources in order to drive conclusions and recommendations. When the data isn't available, you are able to lead the charge to gather it
• 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. Can translate raw interaction data into insights that improve the backfill rate of clinician slots
• Experience designing and documenting complex logic for AI-driven engines. Has a track record of building scalable triage rules that balance member priority, provider supply, and client-mandated outreach constraints
• 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 and able to express their perspective and what they need to ensure each problem statement clearly traces back to these core points
• An entrepreneurial spirit and be able to work independently and effectively in a results-oriented, efficient environment