Staff Product Manager, Member Experience

Описание вакансии

At Clover Health, we’re transforming healthcare by building member-first technology that helps people stay healthier and live better lives. Our member experience, whether through phone, text, email, or the web, is how members interact with our clinical programs and services every day. We’re hiring a Staff Product Manager to own the product strategy and execution for member engagement and building member trust.

This is a senior individual-contributor Staff Product Manager role. You’ll operate autonomously to set direction for a cross-functional team, and influence the broader organization by example. You will be expected to ideate key metrics, form hypotheses and strategies, and execute to drive measurable member and business outcomes. As a Staff PM, you will model outcome-driven product leadership and help raise the bar for product, design, engineering, analytics, and operations partners.

In this role, you will lead a team focused on member experience and trust initiatives and collaborate with engineers, analysts, security/compliance, operations teams, and our CEO and Executive Chairman. You will improve member outcomes and business KPIs by (a) removing friction from enrollment through ongoing engagement, (b) building or integrating AI/ML-backed experiences that increase personalization and trust, (c) delivering messaging and concierge systems that surface the right information to members and care teams, and (d) modernizing identity, auth, and vendor integrations to reduce operational risk and improve quality of service and care.

As a Staff Product Manager, you will:

• Assume ultimate accountability for your team’s outcomes. Articulate a clear and compelling vision and strategy for member experience and trust, align leadership and stakeholders to that plan, define and implement rigorous metrics to assess progress, and clearly articulate impact.
• Proactively identify and champion strategic initiatives that optimize member trust, activation, and retention while driving business value and operational efficiency. Make resource and investment decisions to maximize strategic impact.
• Serve as the team’s subject matter expert on member engagement: deeply understand member needs, member-provider touchpoints, vendor landscapes, and regulatory constraints that affect product decisions.
• Run a highly effective, outcome-driven team. Autonomously align teams around outcomes, remove or escalate blockers, launch, measure, and iterate until you drive impact. Communicate plans and progress clearly and know when to double-down vs. pivot.
• With engineering counterparts, facilitate technical and architecture conversations related to web/mobile stacks, messaging/SMS gateways, identity & authentication, and API-driven integrations with internal and external systems.
• Own instrumentation, experimentation, and measurement. Partner with analytics to design A/B tests, own funnel metrics, and use data to guide product tradeoffs.
• Drive vendor selection, vendor management, and phased migrations off legacy systems when necessary. Balance contract, technical, and operational tradeoffs.
• Build AI-forward member experiences. Partner with Engineering, Data, and AI teams to design safe, helpful, and measurable AI engagement patterns (e.g., LLM-driven concierge, personalized messaging, intelligent routing). Ensure AI features are explainable, auditable, and aligned with member trust goals.
• Mentor and influence peers across product and the broader org, sharing best practices and raising product craft.

Success in this role looks like:

• You own and articulate a 3–6 month product plan for member trust initiatives that aligns to a 12-month vision and business objectives.
• The member engagement systems become measurably more reliable, faster to iterate on, and more personalized — shown by higher NPS, reduced rates of bad or unproductive calls, retention, and successful outbound engagement rates.
• Instrumentation and experimentation are comprehensive: funnel metrics and dashboards link product work to member outcomes and cost-of-care changes.
• AI/ML-backed engagement features are live or in controlled rollout, driving measurable improvements in member satisfaction and operational efficiency while maintaining transparency and safety. Progress has been incremental, fast, and consistent.
• You influence others: product decisions and operating practices you introduce are adopted across adjacent teams.

You should get in touch if:

• You have a minimum of 8 years of product experience and a demonstrated track record of shipping complex, cross-functional programs.
• You have at least 4 years of experience building highly reliable and satisfying multi-channel consumer-facing platforms.
• You have recent, hands-on familiarity with AI/LLM-driven product experiences and engagement patterns; designing, shipping, or operating AI/ML-backed features that impact user engagement or workflows.
• You are comfortable owning technical tradeoffs: you can talk about architecture and systems, but follow engineering design discussions, and make pragmatic decisions with engineers.
• You are proficient with SQL and data analysis and have used experimentation (A/B testing) to make product decisions.

Benefits Overview:

• Financial Well-Being: Our commitment to attracting and retaining top talent begins with a competitive base salary and equity opportunities. Additionally, we offer a performance-based bonus program, 401k matching, and regular compensation reviews to recognize and reward exceptional contributions.
• Physical Well-Being: We prioritize the health and well-being of our employees and their families by providing comprehensive medical, dental, and vision coverage. Your health matters to us, and we invest in ensuring you have access to quality healthcare.
• Mental Well-Being: We understand the importance of mental health in fostering productivity and maintaining work-life balance. To support this, we offer initiatives such as No-Meeting Fridays, monthly company holidays, access to mental health resources, and a generous flexible time-off policy. Additionally, we embrace a remote-first culture that supports collaboration and flexibility, allowing our team members to thrive from any location.
• Professional Development: Developing internal talent is a priority for Clover. We offer learning programs, mentorship, professional development funding, and regular performance feedback and reviews.

Additional Perks:

• Employee Stock Purchase Plan (ESPP) offering discounted equity opportunities
• Reimbursement for office setup expenses
• Monthly cell phone & internet stipend
• Remote-first culture, enabling collaboration with global teams
• Paid parental leave for all new parents
• And much more!

About Clover: We are reinventing health insurance by combining the power of data with human empathy to keep our members healthier. We believe the healthcare system is broken, so we've created custom software and analytics to empower our clinical staff to intervene and provide personalized care to the people who need it most.

We always put our members first, and our success as a team is measured by the quality of life of the people we serve. Those who work at Clover are passionate and mission-driven individuals with diverse areas of expertise, working together to solve the most complicated problem in the world: healthcare.

From Clover’s inception, Diversity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths, experiences, perspectives, opinions, and backgrounds, who share a passion for improving people's lives. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion and many other parts of one’s identity. All of our employee’s points of view are key to our success, and inclusion is everyone's responsibility.

#LI-REMOTE

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are anE-Verify company.

A reasonable estimate of the base salary range for this role is $200,000 to $230,000. Final pay is based on several factors including but not limited to internal equity, market data, and the applicant’s education, work experience, certifications, etc.