Senior Product Manager, Healthcare Contact CenterDigital Product

Aetna Health Product Management

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.

Job Summary: Own the product strategy and delivery for Aetna Health Chat and Secure Message Center, while incubating and scaling emerging self-service omni channels (e.g., RCS text messaging). You'll operate within the Aetna Health product model to create channel capabilities that exceed market expectations, and you'll drive outcomes through a test-and-learn mindsetfrom idea to measurable impact.

What you'll do:

• Lead channel product strategy and roadmap for Aetna Health Chat and Secure Message Center, translating the contact center strategy into sequenced capabilities and releases
• Identify, size, and validate emerging channels for new opportunities using experiments, pilots, and iterative learning loops
• Collaborate across the BB portfolio and partner with adjacent portfolios to ensure coherent journeys, shared platform direction, and well-managed dependencies
• Influence and drive alignment with cross-portfolio partners to advance the contact center strategy and vision (shared priorities, dependencies, and delivery plans)
• Define success metrics and instrumentation for channel capabilities and use data to make decisions and tradeoffs
• Drive crisp execution: align requirements, manage dependencies, unblock delivery, and communicate progress/risks with transparency
• Advance cross-channel digital self-service and AI capabilities to improve containment/deflection, CSAT, and operational efficiencies
• Leverage AI to deepen insights and clarity for members, translating learnings into measurable improvements across chat, secure messaging, and emerging channels

Ongoing success measures:

• Containment / Deflection: Improve the share of intents resolved in-channel without avoidable handoffs
• CSAT: Improve customer satisfaction for chat and secure messaging experiences
• Operational efficiencies: Improve efficiency outcomes (e.g., reduced rework/handling time, smoother workflows, improved throughput)

Required qualifications:

• 7+ years of digital product management or product ownership, including leading significant digital product initiatives end-to-end
• 7+ years of experience with product management fundamentals: building roadmaps, driving deliverables, aligning and influencing stakeholders, and managing cross-functional dependencies
• 7+ years of technical fluency with digital products and systems (able to partner deeply with engineering and translate between business needs and technical constraints)
• 5+ years of experience delivering contact center and/or messaging channels (e.g., chat, secure messaging, SMS/RCS) and scaling capabilities through iterative, test-and-learn delivery
• 5+ years of experience improving digital self-service and reducing cost-to-serve through channel strategy
• 5+ years of experience scaling reusable channel/platform capabilities across multiple teams or portfolios
• 5+ years of agile experience and tools such as Jira, Rally, and Confluence
• 2+ years of experience working in health insurance operations, including digital product strategy and support in an operational environment.

Preferred qualifications:

• Experience with AI technologies: Claude, CoPilot, or ChatGPT
• Experience with presenting data to Executive Leaders, good business acumen skills

Education: Bachelor's degree or equivalent work experience

Pay Range:

The typical pay range for this role is:

$106,605.00 - $260,590.00

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. This full?time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well?being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.