Senior Manager, Specialty Chat Product and Strategy

At CVS Health, we’re building a world of health around every consumer and surrounding ourselves with dedicated colleagues who are passionate about transforming health care.

As the nation’s leading health solutions company, we reach millions of Americans through our local presence, digital channels and more than 300,000 purpose-driven colleagues – caring for people where, when and how they choose in a way that is uniquely more connected, more convenient and more compassionate. And we do it all with heart, each and every day.

Position Summary

The Specialty Digital Omnichannel team is dedicated to delivering ongoing value in Specialty through seamlessly integrating technology and innovation to best support our patients. As part of this mission, we are in search of a passionate, self-driven, competent individual who is excited to deliver on new and innovative digital capabilities.

The Senior Manager of Chat Product and Strategy, will own the chat roadmap and the team across multiple workstreams to enhance and maintain the product. This includes strategy development, program oversight, value tracking, and IT delivery.  This role is critical in ensuring this the chat platform evolves to drive user engagement while aligning with broader business objectives.

This role is responsible for working closely with many cross functional stakeholders such as Business General Managers, Design leads, Engineering leads, and Data/Analytics leads and will share accountability with their Engineering counterparts for the delivery of outcomes.
 

Key Responsibilities:

• Drive the long-term vision and roadmap for the chat product, aligning strategic initiatives with business goals and user needs.
• Lead a high-performing team to deliver product enhancements and resolve issues, ensuring quality execution through agile practices.
• Foster a strong team culture by coaching, mentoring, and enforcing product management best practices across direct and partner teams.
• Align product delivery with business outcomes by collaborating with cross-functional teams and communicating progress to senior stakeholders.
• Monitor product health and performance metrics to inform strategic decisions and ensure visibility into key outcomes.

Core Responsibilities:

Strategic Planning (30%)

• Lead the development and communication of the product roadmap, ensuring alignment with business goals and customer needs.
• Drive feature-level planning and maintain consistency across the end-to-end user experience.
• Define and articulate the long-term strategy, collaborating with cross-functional leadership to review and refine strategic direction.
• Translate strategic objectives into actionable plans, prioritizing initiatives based on impact and feasibility.

Team Leadership and Product Delivery (20%)

• Manage a high-performing team responsible for maintaining feature roadmaps, gathering requirements, and delivering enhancements and defect resolutions.
• Oversee the successful launch of new features and improvements, ensuring timely delivery and quality standards.
• Collaborate with engineering, design, and QA teams to ensure seamless execution and alignment with product goals.
• Monitor key performance indicators (KPIs) and user feedback to inform continuous improvement.
• Facilitate agile ceremonies and ensure effective sprint planning, backlog grooming, and cross-team coordination

Grow and Develop the Team (20%)

• Sets a positive culture by growing, coaching, and setting expectations on ways of working for team members through providing actionable feedback and modeling leading practices
• Enforces product management standards in direct reports, and partner teams.

Product Value, Cross-Functional Teaming, and Stakeholder Management (20%)

• Lead communication of the digital roadmap and portfolio progress to senior executives and key stakeholders, ensuring transparency on insights, risks, and dependencies.
• Collaborate with cross-functional teams—including engineering, design, and operations—using agile practices to align product delivery with business strategies.
• Partner with general managers to integrate business outcomes into product planning and ensure stakeholder perspectives are reflected in team execution.

Trend Monitoring and Product Performance (10%)

• Define and communicate initiative goals, success metrics, and measurement plans that align with business outcomes.
• Oversee performance tracking and product health analysis, using data to identify issues, generate insights, and inform roadmap decisions.
• Ensure executive visibility into key metrics (OKRs, ETMM