Director of Product, Customer Lifecycle & Engagement (AI)

TL;DR

Director of Product, Customer Lifecycle & Engagement (AI): Leading AI-enabled and data-driven customer lifecycle experiences for a nationwide healthcare business with an accent on engagement, retention, loyalty, and connected omnichannel journeys. Focus on defining product strategy, prioritizing investments, improving NPS and customer lifetime value, and developing high-performing product teams.

Location: Remote nationwide in the United States; occasional travel to hirify.global offices for training or meetings may be required.

Salary: $168,000–$231,000 per year, plus eligibility for a bonus incentive plan.

Company

hirify.global is a U.S. healthcare company providing insurance and healthcare services to millions of members through hirify.global and CenterWell.

What you will do

• Define strategy and roadmaps for member engagement, loyalty, retention, and lifecycle management.
• Own outcomes and metrics including retention, NPS, engagement, satisfaction, and customer lifetime value.
• Design connected customer journeys across digital, agent, contact center, marketing, and partner channels.
• Develop business cases, investment recommendations, annual objectives, and long-range plans.
• Partner with senior leaders across Marketing, Operations, Customer Experience, Technology, and Sales.
• Lead, coach, and develop Product Managers and Product Owners while establishing product management best practices.

Requirements

• 10+ years of experience in Product Management, Digital Experience, Customer Experience, Loyalty, Retention, or related disciplines.
• 5+ years of people leadership experience, including management of Product Managers, Product Owners, or senior professionals.
• Demonstrated success delivering customer lifecycle, engagement, loyalty, retention, or customer experience strategies at scale.
• Strong analytical, quantitative, executive communication, stakeholder management, and cross-functional leadership skills.
• Experience with strategic roadmaps, business cases, investment planning, Agile product organizations, and technology delivery teams.
• Bachelor’s degree required; advanced degree preferred.

Nice to have

• Experience with CRM, customer engagement, personalization, loyalty, or AI-enabled customer experience platforms.
• Advanced degree.

Culture & Benefits

• Remote work with a dedicated workspace and minimum internet speeds of 25 Mbps download and 10 Mbps upload.
• Medical, dental, and vision coverage.
• 401(k) retirement savings plan, paid time off, holidays, and paid parental and caregiver leave.
• Short- and long-term disability coverage and life insurance.
• 40 scheduled hours per week and bonus incentive eligibility.