Director, Product Management, Personalization

Your Role

Reporting to the Senior Director, the role of Director, Product Management, Personalization is critical to advancing Blue Shield of California’s member engagement, personalization, and digital transformation goals. This individual will lead the product strategy, roadmap, and delivery of enterprise capabilities that use agentic AI, machine learning, real-time data, and omnichannel orchestration to create personalized, actionable member experiences aligned with health and financial goals. The Director will build and lead a high-performing product management team, drive cross-functional alignment across clinical, data, technology, operations, finance, and marketing, and develop business cases that translate strategy into measurable member and business value.

Our leadership model is about developing great leaders at all levels and creating opportunities for our people to grow – personally, professionally, and financially. We are looking for leaders that are energized by creative and critical thinking, building and sustaining high-performing teams, getting results the right way, and fostering continuous learning.

Your Work

In this role, you will:

• Define and drive the product vision, strategy, multiyear roadmap, costs, benefits, and measurable outcomes for member engagement and AI products
• Lead, develop, and mentor a team of Product Managers, establishing clear accountability, strong product management practices, and technical fluency in AI-native and data-driven product development
• Direct the design and delivery of agentic and automated workflows that translate complex or manual clinical and operational processes into streamlined digital experiences for members and care teams
• Be responsible for the development and maintenance of business architecture blueprints that articulate MEM product strategy, future state product and business workflows, and multiyear execution roadmap
• Work with our technology partner to create contextual and conceptual models that help document and simplify potentially complex topics for a business audience and assist in decision-making and trade-offs discussions
• Oversee product requirements for the ingestion, transformation, identity resolution, segmentation, and activation of complex member health and financial data across cloud and enterprise platforms to create unified member profiles
• Establish the strategy for real-time, automated omnichannel member journeys and ensure alignment with care management, clinical protocols, patient journey mapping, privacy requirements, and enterprise contact governance
• Partner with senior leaders and functional business units to align enterprise member engagement priorities, investment decisions, annual goals, roadmaps, and operating plans
• Lead the development of robust, data-grounded business cases and product requirement documents that incorporate AI, machine learning, automation, and agentic capabilities for new investments and partnerships
• Partner with Finance and Cost of Healthcare teams to identify, prioritize, and scale use cases that improve health outcomes, member experience, operational efficiency, and cost of healthcare performance
• Establish product performance measures and governance forums to review adoption, engagement, journey performance, model outputs, business value, risks, and opportunities for continuous improvement
• Ensure product roadmaps reflect member needs, market intelligence, emerging technology, enterprise architecture, data quality, responsible AI practices, and business strategy
• Build and maintain strategic relationships with technology, platform, and service partners; lead product input into partner assessments, statements of work, contract discussions, and delivery accountability
• Communicate complex product, data, and AI concepts clearly to executive, technical, clinical, and operational audiences; influence decisions and resolve competing priorities across multiple constituencies
• Champion continuous learning, experimentation, and responsible adoption of modern AI capabilities while maintaining high standards for integrity, transparency, member trust, and measurable outcomes

Your Knowledge and Experience

• Requires a bachelor’s degree in business, finance, economics, public health, information technology, or a related field or High School Diploma/GED and 4 years of additional relevant experience in lieu of a degree; master’s degree preferred
• Requires at least 10 years of prior relevant experience in product management, digital product strategy, management consulting, technology, or entrepreneurship, including at least 6 years of people management experience with direct responsibility for supervising, coaching, and evaluating direct reports
• Requires at least 3 years of experience leading AI, machine learning, personalization, digital engagement, or data-enabled product strategy and delivery in a complex enterprise environment
• Requires demonstrated experience building and leading high-performing product teams, developing product leaders, and creating clear accountability for strategy, execution, and outcomes
• Requires strong knowledge of AI product management, including agentic workflows, machine learning outputs, grounding data, human oversight, measurement, risk management, and responsible AI practices
• Requires strong knowledge of data pipelines and cloud infrastructure, with experience shaping products that use platforms such as Azure, AWS, Databricks, Snowflake, Salesforce Data Cloud, or comparable technologies
• Requires superior analytical, problem resolution, decision-making, financial planning, budgeting, presentation, oral, and written communication skills
• Experience with customer data platforms, profile resolution, segmentation, journey orchestration, and omnichannel delivery. Experience with Salesforce Marketing Cloud, Agentforce, or comparable platforms is preferred
• Healthcare experience, including familiarity with clinical programs, member engagement, privacy, and cost of healthcare, is preferred
• Demonstrated ability to influence senior leaders, manage conflict and competing priorities, lead through ambiguity, and coordinate multiple simultaneous objectives in a fast-paced and changing environment
• Demonstrated judgment in balancing member value, business outcomes, technical feasibility, data quality, privacy, security, compliance, and responsible innovation

Hybrid 

This role requires employees to be in-office based on our hybrid workplace model, balancing purposeful in-person collaboration with flexibility. For most teams, this means coming into the office two days each week.

Employees living more than 50 miles from an office location will work with their manager to determine in-office time based on business need.

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