Director of Product, Service Delivery

About this role 

As the Director of Product for our Service Delivery chapter, you will own the strategy and execution of the tools that power our internal teams - clinical staff, Member advocates, and everyone in between - as they deliver exceptional service to our Members. We are looking for a product leader who sees the puzzle of driving operational excellence not as a burden but as an opportunity to build something coherent, scalable, and genuinely impactful. You'll lead a team of product managers and partner closely with clinical, operations, engineering, to build a roadmap focused on reducing complexity, accelerating time-to-resolution, and creating the foundation for our next phase of growth. If you're energized by ambiguity, ambitious enough to tackle hard problems, and eager to roll up your sleeves alongside smart, Member-obsessed colleagues who care deeply about driving real health impact, we'd love to talk. Member satisfaction isn't just a metric we track; it's the reason we exist. 

What you’ll do 

• Set the vision and product roadmap for the Service Delivery tooling domain, building a multi-year strategy to drive scalability, operational efficiency, and cross-functional visibility that keeps the Member first 
• Lead a team of product managers, fostering their growth and ensuring the team executes effectively 
• Partner with engineering, design, clinical, and operations leadership to identify high-impact opportunities and ship features that improve how our teams deliver care  
• Serve as the connective tissue between frontline users and executive leadership, translating operational realities into strategic priorities  
• Navigate complex tradeoffs across competing priorities, technical constraints, and business needs, and articulate clear recommendations to senior leaders  
• Act as a strategic thought partner across the company, educating stakeholders and building shared understanding of our capabilities 
• Champion the importance of internal tooling across the company, helping others see that investing in our people's tools is investing in Member outcomes 

What we’re looking for 

• 7-10 years of prior product management experience with internal tools and service delivery optimization 
• 3+ years of experience managing high-performing product managers focused on driving internal efficiency and service quality 
• Bachelor’s Degree in a STEM related field or equivalent professional experience 
• Proven ability to influence decision-making at all levels across an organization 
• Familiarity with enterprise software development in a B2B2C environment including an understanding of how to build platforms that scale 
• Naturally curious individuals who enjoy discovering how things work and finding ways to improve upon them 
• Humble attitudes and a penchant for solving hard problems 
• Experience in startup environments is a plus! 

As a remote position, the salary range for this role is:$165,000—$205,000 USD

Who we are  

Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted informat