Director, Product Delivery & Customer Experience

Delta Dental Ins.; San Francisco (CA); On-site; USD 140,700 - 305,000; Full time

Benefits offered by this job

Competitive base and incentive pay

401(k) with robust matching and non-m.

Rich medical & pharmacy benefits

100% employer-paid dental and vision

Job summary

Delta Dental Ins. is seeking a Product Delivery Director, Customer Experiences to drive adoption, engagement, and usability across enterprise digital and assisted service channels.

This role oversees member, provider, broker and group experiences across portals and platforms, ensuring self-service is intuitive, reliable, and measurable. You will lead multi-year product strategy, mentor product teams, and prioritize initiatives with a strong emphasis on KPI-driven growth, cost management and

Qualifications

• 12+ years with a Bachelor’s degree; 3+ years management.
• 8-10 years of experience with product, design and software engineering teams in an agile environment.
• A minimum of 5 years of experience managing product or design.
• 3+ years in healthcare and management.
• 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.
• Ability to communicate concepts.
• Ability to interact well with co‑workers and outside contacts.

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.
• Partner with Business, Technology, and other functions to get to a go-forward strategic plan, 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.
• Provide visibility to product status 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.
• Manage 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 and be a trusted partner for executive management to ensure program success.

Skills

Customer focus

Analytical thinking

Problem solving

Communication

Leadership

Time management

Stakeholder collaboration

Decision making

Education

Bachelor’s degree

Tools

Genesys

PEGA

Nuance

Microsoft 365

IVR

Job description

Delta Dental Ins. is seeking a Product Delivery Director, Customer Experiences to drive adoption, engagement, and usability across enterprise digital and assisted service channels.

This role oversees member, provider, broker and group experiences across portals and platforms, ensuring self-service is intuitive, reliable, and measurable. You will lead multi-year product strategy, mentor product teams, and prioritize initiatives with a strong emphasis on KPI-driven growth, cost management and