Director Product Delivery - Customer Experiences

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

Job Description

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.


• 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 (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.


• 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.

Qualifications

• 12+ years with Bachelor’s degree; 3+ years management; additional experience may be accepted in lieu of education or degree.


• 8-10 years of experience working 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.

Pay

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 - $305,000 Nationally.

Benefits

• 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

Legal and EEO Information

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.

Delta Dental Ins. is an equal opportunity employer and is committed to providing a professional work environment free from discrimination and harassment. Individuals seeking employment at Delta Dental are considered without regard to race, ethnicity, color, age, sex, religion, national origin, ancestry, pregnancy, sexual orientation, gender identity, gender expression, genetic information, actual or perceived physical or mental disability, registered domestic partner status, caregiver status, marital status, veteran or military status, citizenship status, or any other legally protected category. Delta Dental is committed to providing equal employment opportunities to all employees and applicants for employment. Accordingly, we have adopted and maintain an Equal Employment Opportunity Policy, Harassment‑Free Work Environment Policy, and Respectful Workplace policies and will not tolerate violations of these policies.

Unfortunately, our Delta Dental Enterprise is unable to hire individuals residing in Alaska, North Dakota, Nebraska, Hawaii, Oklahoma, Vermont, Maine, West Virginia, New Hampshire, Wyoming, Puerto Rico, District of Columbia (Washington D.C.) or other US Territories at this time.

Proof of eligibility to work in the United States must be provided if selected for hire.