How will this role have an impact?

The Sr. Director, Product Management - Member Experience will lead the strategy, roadmap, product development and execution of all things related to the member’s experience across Signify Health’s In Home Evaluation (IHE) product line, a business that manages over 10,000 clinicians and conducts in-home clinical assessments for over ~3 million Americans each year, in every county in the US.  

This role will lead the development of the holistic approach to measuring the member experience, the execution of initiatives to increase satisfaction throughout the experience, and driving a focus on the member and provider experience throughout the entire organization. 

This is a remote role with some minor travel required.

What will you do?

• Ensure that all business functions consistently deliver great end-to-end customer experience across stages, channels, and touchpoints in the member journey
• Advocate for changes in other departments’ ways of working and cross functionally collaborate with teams to implement a change, if required for the improvement of overall member experience
• Lead the development and maintenance of a member experience centric culture across the organization
• Optimization of member listening tools and functions to better support the management and tracking of the member and provider experience
• Applies the experience-focused and human-centered design mentalities to develop need/portfolio vision, values, goals, outcomes, and evaluation methods
• Identification of best practices and driving a focus on the member experience throughout all functions with the organization
• Coordination and collaboration with leaders across product, operations and technology to effectively deliver on product and application enhancements 
• Leading the prioritization of resources to achieve key corporate goals
• Coordination across operational and business leadership to deliver on goals
• Collaboration with analytics to measure and support all activities

You will be responsible for putting in place the processes, tools, and operating mechanisms required of a strong customer and market data backed product management organization with clear business objectives and rationales as well as a strong product management and execution discipline.

You will also have the opportunity to build relationships with and influence varying levels of internal and external stakeholders.  This role requires a strong team-focused approach with direct interactions with senior executives, customers, and often requires internal and external presentations.

We are seeking professionals with demonstrated business acumen, customer focus, and a strong track record of leading teams having successfully managed high growth portfolios of products and services.

Applicants are expected to have expert knowledge of the customer experience, with experience in organizations faced with large and complex operations and a variety of disparate customer types. This position is a key leadership role in the Signify Health organization. 

We are looking for someone with:

• Successful track record of achieving product line and company goals in a high-growth and highly competitive field.
• Experience in developing products and leading teams customer experience.  
• Demonstrated experience leading the successful development and commercialization of complex products and solutions in new emerging and sometimes poorly defined high growth areas, leading to fast and sustainable growth.
• Demonstrated ability to effectively translate a large amount of complex customer, clinical, market, and technical data from multiple sources into a clear value proposition and to articulate and communicate this value proposition to a range of customer and internal audiences.
• Proven ability to build relationships and work effectively as a leader and peer with other senior functional managers including Technology, Strategy, Clinical, Operations, Sales, Finance, Legal, and Business Development.
• Demonstrated strong people management and influencing skills with proven ability and enthusiasm to lead, motivate, inspire, develop, and encourage people, from C-level suite to individual contributors in multiple functional areas. 
• Strong analytical skills with experience with financial modeling or data analysis skills. Ability to build and analyze financial models to forecast and track results.
• Must have excellent communication skills including oral, written and presentation techniques with varied internal and external audiences, including technical and non-technical.

About us:

Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they can enjoy more healthy days at home.

By building strong connections to primary care providers and community resources, we’re able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved. 

Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify’s intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.