Director Product Delivery - Customer Experiences

Product Delivery Director, Customer Experiences

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. Accountability includes improving channel effectiveness, optimizing end-to-end journeys, and ensuring experiences are measurable, scalable, and aligned to enterprise standards, enabling a cohesive, self-service-forward ecosystem across digital and assisted channels.

Responsibilities

• Define and manage a multi-year product vision and roadmap, aligned to enterprise strategy.
• Lead and mentor Group Product Managers, Product Managers, and Product 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.
• A strong track record of project delivery for large, cross-functional projects.
• 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.
• Ability to clearly present written information and findings to executives.
• Ability to communicate concepts.
• Ability to interact well with co-workers and outside contacts.

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

Additional Information

Behind the smile! We are dedicated to safeguarding the health and financial stability of our employees and their loved ones. This commitment extends beyond the workplace to foster personal growth and holistic wellbeing. Our life-changing rewards package includes:

• Competitive base and incentive pay
• 401(k) with robust matching and non-matching contributions
• Rich medical & pharmacy benefits
• 100% employer-paid dental and vision benefits
• Holistic wellbeing program with deep financial incentives
• Generous paid time off plus 12 paid holidays and your birthday off
• Culture of growth and learning: career development; tuition reimbursement; recognition program
• Family support: adoption assistance, fertility treatment, child, elder & pet care assistance
• Social responsibility and volunteer opportunities
• Employee discount program

Fair Chance Ordinances and Criminal Background Considerations This position requires that the applicant undergo a background check. Qualified applicants with arrest or conviction records will be considered for employment in accordance with any applicable federal, state or local laws, including, but not limited to, the California Fair Chance Act, the Los Angeles County Fair Chance Ordinance, the City of Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and/or New York Corrections Law Article 23-A. Important Work Authorization Information Please note, Delta Dental will not sponsor applicants for work visas for this position. #LI-Hybrid

About the Team

At Delta Dental, we're behind millions of smiles and counting. For over 68 years, we've served our communities by increasing access to affordable, quality care but that commitment to care extends beyond the people we serve, to the dedicated employees who make those smiles genuine. We've come this far by building fair programs that offer opportunities for advancement, create meaningful connections and improve the lives of our employees and their families. Because we know that when we take exceptional care of each other, we can make a positive impact for all. We champion an inspirational workplace through our commitment to trust, service, excellence and innovation. Joining us means working for a company that offers stability and balance, opportunities for leadership at all levels, and a work environment focused on teamwork and camaraderie. Discover the smiling faces behind Delta Dental and experience our values and culture in action by connecting with us on social media.