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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.

Lead Director- Digital Product - Membership, Engagement & Retention

Role Overview

Reporting directly to the Executive Director, Digital Product - Patient Growth & Engagement , you will serve as the dedicated domain engineering and product leader responsible for driving the digital product strategy, technical architecture, and software delivery across the Membership, Engagement, and Retention domain.

In this high-impact leadership role, you will manage a dedicated cross-functional engineering and technical team (comprising Software Development Engineers, Data Engineers, Salesforce Analysts, and System Administrators) focused on building, scaling, and optimizing the technology that powers CVS Healthcare Delivery (HCD) patient retention, membership attribution, value-based programs, and service recovery operations.

You will act as the primary operational and technology bridge between executive leadership and hands-on execution teams, partnering closely with business leaders across Membership Management (MMT), Patient Engagement Escalations Program (PEEP), Value-Based Programs, and Patient Retention & Service Recovery .

Key Responsibilities

Domain Product & Engineering Leadership

+ Direct Ownership of Core Retention Portfolios: Lead software, data engineering, Data Science, and Epic Analyst initiatives across key operational programs, including:

+ Membership & Attribution: Roster management (formal and adjusted rosters), patient attribution engines, push programs, at-risk Health Review Visit (HRV) management, and membership flow-through analytics.

+ Patient Retention & Service Recovery: Patient Engagement Escalations Program (PEEP) programming and analytics, executive resolutions, dual programming strategies, and provider departure retention workflows.

+ Value-Based & PRM Programs: Patient Relationship Management (PRM) programming, Membership Management Team (MMT) operational workflows, and government value-based care program integrations.

+ Technical Execution & System Architecture: Oversee the day-to-day delivery of software releases, data pipelines, and system integrations (Salesforce/CRM, Epic EHR, and proprietary HCD analytics platforms), ensuring high system reliability, data integrity, and real-time observability.

+ Roadmap Delivery & Sprint Planning: Drive agile delivery across multi-disciplinary pods (SDEs, Data Engineers, SF core developers, Informatics). Translate strategic executive mandates into rigorous technical specs, product backlogs, and predictable sprint commitments.

Strategic Alignment & Operational Partnership

+ Cross-Functional Partnership: Partner closely with functional operational leads across Membership, Retention, PEEP, and Service Recovery to digitize worklists, automate manual interventions, and eliminate reliance on unscalable tools (e.g., ad-hoc spreadsheets and manual report worklists).

+ Metric & Outcome Alignment: Drive operational technology metrics directly tied to patient retention rate, panel stability, service recovery turnarounds, roster accuracy, and value-based care attribution efficiency.

+ EHR & Platform Integration: Partner with Epic Analysts, platform architects, and core Salesforce teams to ensure seamless data flow between frontline clinical workflows in Epic and back-office retention and escalation tools.

People Leadership & Team Development

+ Cross-Functional Pod Alignment: Direct and mentor a domain squad of product managers and designers working alongside engineering leads to execute the strategic vision for the Membership, Engagement & Retention domain.

+ Product Rigor & Impact: Drive a culture of product discipline-establishing clear KPI frameworks, product health metrics, continuous feedback loops with frontline teams, and outcome-oriented roadmaps that directly reduce patient churn and optimize service recovery.

+ Talent Growth & Strategic Capabilities: Upskill and empower the domain product team in modern health-tech methodologies-including CRM/Epic product design, patient journey mapping, and leverage of data/AI to drive proactive patient engagement.

Qualifications & Key Competencies

+ Domain & Operational Expertise: 5-8+ years of leadership experience in healthcare software engineering, digital product management, or health-tech execution, with specific domain expertise in patient membership management, patient engagement/retention programs, CRM operations (Salesforce), and healthcare attribution models .

+ Technical & Platform Mastery:

+ Deep understanding of enterprise CRM platforms (Salesforce ecosystem), cloud data pipelines (EDP/data warehousing), and API-led integration architectures.

+ Familiarity with EHR integration paradigms (specifically Epic EHR workflows, HL7/FHIR integrations, and clinical worklist capabilities).

+ Leadership & Execution:

+ Demonstrated track record leading multi-disciplinary technology pods (SDEs, Data Engineers, SF Developers) delivering complex, high-reliability software solutions.

+ Strong agile delivery mindset with expertise in sprint optimization, release management, and maintaining system SLOs/SLA performance.

+ Analytical & Operational Rigor: Exceptional ability to dissect complex operational bottlenecks (e.g., patient churn, missed retention touchpoints, roster reconciliation delays) and engineer automated software solutions.

+ Cross-Functional Communication: Excellent communication skills to interface effectively with senior executive leaders, operational program managers, and hands-on software engineers.

+ building high-trust teams that excel under high-growth expectations.

Required Experience & Education

+ Education: Bachelor's degree required; Graduate degree and/or clinical background preferred (RN, MD, DO, NP, PA)

+ Experience: 10-15+ years of progressive leadership experience spanning healthcare operations, clinical technology product management.

+ Track Record: Proven history of partnering with primary care delivery networks, retail clinics, or value-based care organizations to improve patient growth and engagement pathways.

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