Senior Director, Product Development - Platforms

The Senior Director of Product Development – Platforms will develop and manage CX-enabling products and platforms that provide real-time insights, journey orchestration, and AI-driven personalization. Ensure seamless omni-channel experiences by integrating data accessibility, automation, and emerging technologies to enhance customer engagement and operational efficiency. Partner with enterprise engineering to enable complex system integrations, ensuring that CX technologies connect seamlessly across legacy and modern ecosystems. Drive API strategies, data interoperability, and governance frameworks to support scalable, efficient, and secure CX solutions across business units and markets.Author CX ecosystem strategy with cross-functional stakeholder alignment ensuring alignment across business units, technology teams, and leadership to create a unified enterprise-wide vision for CX technology investments.

• Builds organizational capacity and prepares high potentials for growth opportunities and advancement; builds collaborative networks inside and outside the organization for self and others. Provides framework for soliciting and acting on performance feedback; drives collaboration to set goals and provide open feedback and coaching to foster performance improvement. Models and drives continuous learning and oversees the recruitment, selection, and development of talent; stays current with industry trends, benchmarks, and best practices; ensures performance management guidelines and expectations to achieve business needs. Acts as a thought leader on industry trends, benchmarks, and best practices; shares best practices within and across teams to drive improvement. Motivates and empowers teams; maintains a highly skilled and engaged workforce by aligning cross-functional resource plans with business objectives. Provides guidance when difficult decisions need to be made; creates opportunities for expanded scope of decision making and impact across teams.


• Oversees the operation of multiple units and/or departments by identifying member and operational needs; ensures the management of work assignment allocation and completion; translates business strategy into actionable business requirements; ensures products and/or services meet member requirements and expectations while aligning with organizational strategies. Engages strategic, cross-functional business units to champion and drive support for business plans and priorities; assumes responsibility for decision making; sets standards, measures progress, and ensures resolution of escalated issues. Sets and communicates goals and objectives; analyzes resources, costs, and forecasts and incorporates them into business plans; obtains and distributes resources. Anticipates and removes obstacles that impact performance; addresses performance gaps and implements contingency plans accordingly; ensures teams accomplish business objectives; serves as a subject-matter expert and trusted source to executive leadership; provides influence and consultation in the development of the larger organizational or business strategy.


• Owning business-case development by: reviewing, providing feedback, and providing ultimate approval on business case development for complex initiatives.


• Owning product implementation or program management by: overseeing multiple product implementations from simple to complex across multiple markets, products, or LOBs.


• Owns product portfolio feasibility and development by: collaborating among the organization to perform product feasibility on any initiative, product type, or portfolio; and defining and executing the development of the product or initiative through executive alignment and influence for implementation.


• Applies product knowledge by: leveraging an expert understanding and experience of product policy, end-to-end product administration, and content area knowledge working with SVPs, Regional/National VPs, Consultants, Underwriting, Actuarial Services, Regulatory, and Benefits.


• Manages product strategy and ideation by: developing product strategy for multiple markets, product types, or product lines of business (LOB) in addition to managing regular ideation sessions focused on building a robust product pipeline to achieve market goals; and partnering internally and externally in ideation, concept development, and overall vision of a new offering or strategic approach.


• Owns product training and change management by: developing and delivering all product training and change management actives across their respective markets, products, and LOBs.


• Oversees team management by: managing a team of director(s), manager(s), and direct reports that spans multiple products, portfolios, and initiatives.