Director of Product, Customer Lifecycle & Engagement

This executive product leadership role is responsible for shaping and delivering customer lifecycle strategies that improve engagement, retention, loyalty, and long-term customer value in the United States.

About the role

The Director of Product, Customer Lifecycle & Engagement 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.

Responsibilities

• 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

• 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.