Lead Director Product Membership

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.

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.