Director Product Delivery - Customer Experiences

About the role

The Product Delivery Director, Customer Experiences role is accountable for driving adoption, engagement, and usability across enterprise digital and assisted service channels. This area ensures customers, brokers, providers, and group administrators can effectively self‑serve through intuitive, reliable, and consistent experiences that reduce friction and improve outcomes across digital and contact center touchpoints. This spans member, provider, broker, and group experiences across portals and platforms such as Microsoft 365, Nuance, Genesys, IVR, PEGA, and supporting workflow solutions.

Responsibilities

• Define and manage a multi-year product vision and roadmap, aligned to enterprise strategy.
• Lead and mentor Group Product Managers, Product Managers, and Products Owners within an agile framework.
• Own product backlog prioritization and lead continuous improvement through data driven insights while also using value, risk and compliance considerations.
• Partners with Business, Technology, and other functions to get to a go-forward strategic plans, ensuring integrated and incremental, high quality delivery.
• Balance competing priorities across the different lines of business, products, etc.
• Define and monitor product KPIs and drive measurable outcomes tied to growth, cost management and customer satisfaction.
• Provides visibility to Product status (key decisions, release/production issues, dependencies, risks, metrics, milestones, etc.) on an ongoing basis through push status reporting (to all stakeholders, team members, and interested parties).
• Understand and bridge connection across multiple projects/work efforts and stakeholders to help determine dependencies, impact and sharing of new features and capabilities.
• Manages "program/feature" dependencies across multiple teams and stakeholders, anticipating and proactively removing obstacles/barriers.
• Develop strong partnerships with functional leaders to drive focus on business objectives. Be a trusted partner for executive management to ensure program success.

Qualifications

• 8 or more years of experience working with product management, product design and software engineering teams in an agile environment and Bachelor's degree; additional experience may be accepted in lieu of education or degree.
• 3 or more years of direct leadership of product teams.
• Experience in healthcare preferred.
• Experience leading teams to build software technologies and products at scale.
• Strong customer focus and know-how to deliver exceptional experiences.
• Excellent organizational/time management and project management skills.
• Entrepreneurial spirit, an intellectual curiosity and a bias toward actions.
• Strong analytical and problem solving skills.
• Able to clearly present written information and findings to executives.
• Able to communicate concepts.
• Able to interact well with co-workers and outside contacts.

Pay

Base Pay Information: The national base pay range at the end is a good-faith estimate of what Delta Dental may pay for new hires. Actual pay may vary based on Delta Dental’s assessment of the candidate’s knowledge, skills, abilities (KSAs), related experience, education, certifications and ability to meet required minimum job qualifications. Other factors impacting pay include prevailing wages in the work location and internal equity. Pay Grade E. $140,700 - $240,000 Nationally.