Director of Product, Customer Lifecycle & Engagement

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Product, Customer Lifecycle & Engagement based in United States.

This executive product leadership role is responsible for shaping and delivering customer lifecycle strategies that improve engagement, retention, loyalty, and long-term customer value. The position leads the vision for connected member experiences across digital, assisted, and partner channels, ensuring customers receive meaningful support throughout their journey. The role combines strategic thinking, product innovation, and operational execution to drive measurable improvements in satisfaction, engagement, and business growth. Working closely with senior leaders across Product, Technology, Marketing, Operations, Sales, and Customer Experience, this leader influences enterprise-wide priorities. The position requires a customer-focused product executive who can translate insights and data into impactful solutions. You will lead a talented product organization while building scalable capabilities, fostering innovation, and delivering experiences that strengthen long-term customer relationships.

Accountabilities: The Director of Product, Customer Lifecycle & Engagement will own the strategy, roadmap, and execution of lifecycle experiences designed to maximize customer value and strengthen relationships beyond initial enrollment. This leader will oversee product teams, influence cross-functional initiatives, and ensure customer-centric solutions deliver measurable business outcomes.

Define and execute the strategy for customer engagement, retention, loyalty, and lifecycle management.

Own key business outcomes including retention, customer satisfaction, engagement metrics, loyalty performance, and lifetime value.

Lead the end-to-end customer journey strategy across digital platforms, contact centers, agents, marketing channels, and partner ecosystems.

Establish product roadmaps and investment priorities that create meaningful value throughout the customer lifecycle.

Partner with senior stakeholders across technology, operations, marketing, sales, and customer experience teams to align initiatives with business objectives.

Drive AI-enabled, personalized, and data-driven experiences that improve engagement, satisfaction, and service effectiveness.

Develop business cases, annual objectives, success metrics, and long-term strategies for lifecycle initiatives.

Identify opportunities to reduce customer friction, improve operational effectiveness, and enhance overall experience quality.

Lead organizational improvements that support scalable growth and stronger customer outcomes.

Manage, mentor, and develop Product Managers and Product Owners while promoting strong product practices and a customer-first culture.

Requirements:

The ideal candidate is a strategic product leader with extensive experience building customer-focused digital experiences, leading high-performing teams, and delivering measurable business impact. This individual combines strong product expertise, analytical thinking, executive communication skills, and the ability to influence complex organizations.

10+ years of experience in Product Management, Digital Experience, Customer Experience, Loyalty, Retention, or related fields.

5+ years of experience leading and developing Product Managers, Product Owners, or senior professionals.

Proven success creating and executing customer lifecycle, engagement, retention, loyalty, or experience strategies at scale.

Experience managing business outcomes and performance metrics such as retention, NPS, customer satisfaction, engagement, or customer lifetime value.

Strong understanding of omnichannel customer experiences across digital, assisted, contact center, and partner environments.

Demonstrated ability to lead large-scale cross-functional initiatives involving business, technology, and operational teams.

Strong analytical and quantitative capabilities with experience using customer insights and data to guide strategy.

Experience developing product roadmaps, investment strategies, business cases, and long-range plans.

Familiarity with Agile product environments and collaboration with technology delivery teams.

Experience with CRM, customer engagement, personalization, loyalty platforms, or AI-enabled customer experience solutions is preferred.

Exceptional written, verbal, executive communication, and stakeholder management skills.

Bachelor’s degree required; advanced degree preferred.

Benefits:

Competitive annual salary range of $168,000 - $231,000 USD , with eligibility for a performance-based bonus incentive plan.

Comprehensive healthcare coverage, including medical, dental, and vision benefits.

401(k) retirement savings plan.

Paid time off, company holidays, and paid parental and caregiver leave.

Short-term and long-term disability coverage.

Life insurance and additional employee wellness programs.

Remote work flexibility with support for effective home-based work environments.

Opportunities for professional development, leadership growth, and career advancement.

A collaborative environment focused on innovation, customer impact, and meaningful healthcare outcomes.

How Jobgether works: We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best!  Why Apply Through Jobgether?    Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.     #LI-CL1