Senior Product Manager- Production Support

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.

Production Support Product Manager – Underwriting Transformation (Caremark) 

Overview 

The Production Support Product Manager (PM) for the Underwriting Transformation Program is responsible for ensuring the stability, reliability, and continuous improvement of Caremark’s underwriting ecosystem supporting live client deals. This role owns end to end production incident management—including intake, triage, resolution, and root cause analysis (RCA)—within defined SLAs, ensuring minimal disruption to underwriting operations and client commitments. 

The PM plays a critical role in converting production learnings into short term fixes and long term product and process improvements, preventing recurrence and strengthening the underwriting platform. This role operates at the intersection of product, engineering, analytics, and business, with a strong focus on analytical products that forecast pricing and calculate P&L for underwriting deals. 

Key Responsibilities 

1. Production Incident Management & SLAs 

• Serve as the primary Product Manager for all production incidents across the underwriting ecosystem. 

• Receive, triage, prioritize, and drive resolution of incidents raised by underwriters, business users, and partners, ensuring adherence to SLAs for live client deals. 

• Assess business impact, deal risk, and urgency, and coordinate rapid resolution with engineering, data science, QA, and operations teams. 

• Provide clear, timely communication to stakeholders during incidents, including status updates, mitigation steps, and resolution timelines. 

2. Root Cause Analysis & Preventive Solutions 

• Lead and document root cause analyses (RCAs) for production incidents and escalations. 

• Translate RCAs into actionable short term fixes and long term solutions to address issues at the root. 

• Identify systemic patterns, data quality issues, model gaps, or process weaknesses and partner with teams to prevent repeat incidents. 

3. Run the Business & Continuous Improvement 

• Own run the business activities for the underwriting platform, ensuring operational stability and readiness for ongoing deal activity. 

• Drive continuous improvements to user experience, operational efficiency, data accuracy, and business outcomes. 

• Balance production stability with product enhancements and platform evolution. 

4. Cross Functional Collaboration 

• Collaborate closely with engineers, data scientists, QA, business partners, and end users to resolve incidents and improve product performance. 

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