Job Description

Your Role

As the Principal Product Program Manager, you will lead the development of the Member Engagement Model—an enterprise capability that unifies member data and powers personalized, omnichannel outreach campaigns across digital (portal, app, email, SMS) and support (Shield Support, Care Connect) channels. Your work will focus on leveraging a 360° unified member view to deliver orchestrated journeys that guide members to relevant health actions and clinical programs. This capability is central to our mission of improving health outcomes and reducing the cost of care by ensuring members receive the right message on the right channel at the right time.

Reporting to the Senior Manager within the Clinical Engagement & Personalization team, you will partner across business, clinical, digital, and IT teams to deliver measurable member and enterprise value.

Your Work

In this role, you will:

Strategy & Capability Development

• Define the long-term vision, architecture, and roadmap for the Member Engagement Model as an enterprise-wide engagement and activation capability
• Champion the creation of a single, unified member view, combining data across clinical, behavioral, digital, and demographic sources to drive intelligent engagement
• Develop business cases for capability and use case investment, demonstrating alignment with cost-of-care and quality improvement goals

Omnichannel Journey Orchestration

• Design and oversee outreach campaigns that coordinate messaging and actions across member-facing (app, portal, email, SMS) and support (Care Connect, Shield Support) touchpoints
• Lead cross-channel orchestration to ensure journeys are personalized, timely, and optimized for maximum member engagement and program enrollment
• Establish prioritization rules and dynamic logic to guide campaign targeting and message frequency across overlapping programs

Cross-Functional Leadership & Integration

• Partner with IT, Salesforce/CDP, AEM, and Data & Analytics teams to define the underlying infrastructure for identity resolution, real-time triggers, and content delivery
• Collaborate with Health Solutions, Marketing, Member Services, and Care Management teams to align journeys with clinical goals and operational realities
• Drive change management, adoption, and governance across business units to embed the engagement model into core operations

Measurement, Learning & Optimization

• Establish KPIs and reporting frameworks to track engagement, journey performance, care gap closure, and cost-of-care savings
• Use analytics, segmentation, and predictive insights to continuously improve campaign design and member targeting
• Lead agile backlog prioritization for campaign iterations, quick wins, and longer-term personalization enhancements

Your Knowledge and Experience

• ​​Requires a bachelor’s degree in Business, Healthcare Administration, Information Systems, Digital Strategy, or related field (MBA or MPH preferred)
• Requires at least 10 years of prior relevant experience in product management, enterprise engagement, or digital health strategy with a strong focus on omnichannel campaign management and personalization platforms
• Requires proven leadership in designing and deploying digital capabilities to enable omnichannel engagement at scale
• Requires deep knowledge of personalized platforms (CDPs, AJO, SFMC), identity resolution, and segmentation strategies
• Requires experience driving cross-functional delivery and alignment across technology, clinical, service, and business operations teams
• Requires familiarity with integrating support channels (e.g., Care Connect, Shield Support) into proactive engagement workflows
• Requires strong data fluency, with the ability to guide strategy based on behavioral insights, program ROI, and clinical outcomes
• Healthcare experience, particularly in managed care, digital engagement, or clinical program strategy strongly preferred
• Knowledge of care gap management, clinical risk stratification, and digital care navigation tools strongly preferred
• Experience with agile delivery, journey orchestration, and KPI reporting frameworks strongly preferred
• Experience in standing up new engagement capabilities, including roadmap planning, use case definition, and pilot delivery strongly preferred

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