Director of Product Management - Engagement

Director, Product Management - Engagement

Location: Remote - Florida

About the Role:

The Director of Product Management - Engagement is responsible for defining and executing the product strategy for SS&C Health's engagement portfolio. This leader will own the product vision, roadmap, investment priorities, and execution required to modernize and strengthen a mission-critical platform supporting health plan operations.

This role sits at the intersection of market strategy, client needs, healthcare domain expertise, and technology execution. The Director will translate evolving payer requirements, regulatory changes, competitive dynamics, and client priorities into a clear product strategy while partnering closely with Engineering, Operations, Client Delivery, Sales, and other Product leaders to bring that strategy to market.

The ideal candidate combines deep healthcare payer, digital, and call center expertise with strong product leadership and the ability to drive execution across complex, enterprise-scale initiatives.

Key Responsibilities:

Product Strategy & Roadmap

• Own the vision, strategy, and multi-year roadmap for SS&C Health's engagement portfolio, including digital experiences, call center and service capabilities, and interactive reporting and insights.

• Define the future-state engagement experience and modernization priorities based on market trends, evolving consumer expectations, client needs, competitive positioning, operational opportunities, and technology evolution.

• Translate strategy into clear product priorities, investment recommendations, business cases, and measurable outcomes.

• Balance strategic modernization with near-term client commitments, operational needs, regulatory requirements, and revenue opportunities.

• Identify opportunities to simplify, standardize, automate, personalize, and differentiate the engagement experience across channels.

Product Execution

• Drive roadmap execution from strategy through requirements, development, release, adoption, and measurement.

• Establish clear priorities and ensure Product, Engineering, Operations, and other stakeholders remain aligned on outcomes, scope, timing, and dependencies.

• Partner closely with Engineering leadership to translate product strategy into executable development plans.

• Maintain strong discipline around backlog prioritization, release planning, trade-off decisions, and product governance.

• Proactively identify execution risks, dependencies, and barriers and drive them to resolution.

• Establish KPIs to measure product performance, adoption, operational efficiency, client value, and business impact.

Engagement & Consumer Experience Domain Leadership

• Serve as the product and domain leader for SS&C Health's engagement portfolio, spanning digital experiences, call center and service capabilities, and interactive reporting and insights.

• Define a cohesive, omnichannel engagement strategy that enables health plans to deliver intuitive, personalized, and efficient experiences across digital and assisted-service channels.

• Maintain a strong understanding of payer member and client engagement workflows, including portals, mobile and digital experiences, communications, self-service, contact center capabilities, reporting, and related operational workflows.

• Identify opportunities to increase digital adoption and self-service, improve access to information, reduce service friction, and enable more personalized and proactive engagement.

• Partner with Operations and Technology to identify opportunities where automation, AI, data, and workflow orchestration can improve both the member experience and call center efficiency.

• Define how reporting and insights should support users with timely, actionable, and interactive access to information rather than relying solely on static reporting.

• Anticipate changes in consumer expectations, healthcare technology, and the payer market and translate them into product opportunities and investment priorities.

• Ensure engagement capabilities are scalable, configurable, accessible, secure, and able to support the needs of diverse health plan clients and populations.

Client & Market Engagement

• Engage directly with clients and prospects to understand strategic priorities, operational challenges, and emerging needs.

• Distinguish individual client requests from broader market needs and scalable product opportunities.

• Partner with Sales and Client Delivery on strategic opportunities, client roadmap discussions, and product positioning.

• Represent SS&C Health's engagement portfolio in executive client discussions, demonstrations, industry forums, and strategic planning sessions.

• Incorporate market, competitive, and client intelligence into product decisions and investment priorities.

Cross-Functional Leadership

• Build strong partnerships across Product, Technology, Operations, Implementation, Client Success, Sales, Compliance, Finance, and other functions.

• Create transparency around roadmap priorities, investment decisions, delivery status, and product performance.

• Drive alignment across competing priorities and influence decisions in a complex, matrixed organization.

• Lead and develop product management talent, establishing strong product practices, accountability, and execution discipline.

Qualifications:

• 10+ years of experience in healthcare technology, product management, consumer engagement, or related fields, with significant experience in digital, contact center, member experience, or engagement solutions.

• 5+ years of product leadership experience, preferably with responsibility for enterprise healthcare platforms or complex digital and consumer-facing solutions.

• Strong understanding of healthcare payer operations and the member and client experience ecosystem.

• Demonstrated experience developing product strategy and translating it into executable roadmaps and measurable business outcomes.

• Experience developing or modernizing digital experiences, contact center capabilities, self-service solutions, reporting and analytics, or omnichannel engagement platforms strongly preferred.

• Strong understanding of digital technology, APIs, data and analytics, automation, AI, cloud technologies, accessibility, and emerging consumer engagement trends.

• Demonstrated ability to lead complex initiatives across Product, Engineering, Operations, and other cross-functional organizations.

• Strong executive communication, client engagement, analytical, and decision-making skills.

• Ability to balance strategic thinking with hands-on execution and operate effectively in a fast-moving, matrixed environment.

• Bachelor's degree required; advanced degree preferred.