Director of Product, Service Delivery

About this role

As the Director of Product for our Service Delivery chapter, you will own the strategy and execution of the tools that power our internal teams - clinical staff, Member advocates, and everyone in between - as they deliver exceptional service to our Members. We are looking for a product leader who sees the puzzle of driving operational excellence not as a burden but as an opportunity to build something coherent, scalable, and genuinely impactful. You'll lead a team of product managers and partner closely with clinical, operations, engineering, to build a roadmap focused on reducing complexity, accelerating time-to-resolution, and creating the foundation for our next phase of growth. If you're energized by ambiguity, ambitious enough to tackle hard problems, and eager to roll up your sleeves alongside smart, Member-obsessed colleagues who care deeply about driving real health impact, we'd love to talk. Member satisfaction isn't just a metric we track; it's the reason we exist.

What you’ll do

• Set the vision and product roadmap for the Service Delivery tooling domain, building a multi-year strategy to drive scalability, operational efficiency, and cross-functional visibility that keeps the Member first
• Lead a team of product managers, fostering their growth and ensuring the team executes effectively
• Partner with engineering, design, clinical, and operations leadership to identify high-impact opportunities and ship features that improve how our teams deliver care
• Serve as the connective tissue between frontline users and executive leadership, translating operational realities into strategic priorities
• Navigate complex tradeoffs across competing priorities, technical constraints, and business needs, and articulate clear recommendations to senior leaders