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Aetna Strategy & Product Management Director- Omni Channel Customer Service in New York, New York

Req ID: 57240BR


To dramatically improve its relationships with hospitals, physicians and other providers, Aetna has established five joint ventures with leading hospital systems across the United States. Its mission is to develop mutually beneficial partnerships between Aetna and key providers that enable their transformation from a hospital factory to a clinically integrated supplier of high quality, cost-efficient healthcare, and transform the member/patient experience.

Working with the Head of JV Integrated Experience, the Strategy & Product Management Director will contribute to the growth of this transformative model by identifying, designing, developing, and commercializing innovative strategies and solutions that will dramatically improve and differentiate the omni-channel customer service experience for JV members. This will be accomplished by evaluating the unique opportunities available operating as a joint payer and provider focused in a local market. This role has oversight over upstream product activities (product strategy, roadmap definition, partnership/M&A execution) and downstream activities (driving requirements from customers/user groups, experience design, and overseeing implementation) to deliver on the JV differentiation roadmap.

Fundamental Components:

Strategy Definition:

Drives strategic direction and executes end-to-end product management activities to enable delivery of best-in-class service for JV members and support realization of JV growth objectives

Leads Ideation/Conceptualization efforts for development of new concepts and accompanying business cases by collaborating with internal/external stakeholders and leveraging in-depth knowledge of market trends, customer needs/expectations, and internal capabilities

Applies prior experience, market trends, and customer service cross-industry leading practices to define a leading omni-channel customer service experience for JVs

Leads prioritization of concepts into annual operating plans and strategic roadmaps by leveraging primary and secondary market intelligence from cross-functional stakeholders and senior leadership.

Continuously monitors the relevant products and services of competitors and enhancement requests from JVs and key stakeholders to ensure the strategy and feature development backlog align with emerging market trends/needs

Works effectively across Aetna and JV Partners business areas by cultivating strong relationships and identifying cross-functional and enterprise-level support to advance JV strategic roadmaps

Manages effective governance process to ensure JV leadership are regularly updated on progress, risks/issues, and change controls activities (scope, budget, timeline)

Solution Development:

For concepts developed via partnership, leads market scans to identify and compare prospective solution partners, gains senior leadership buy-in across JV, Aetna, and Provider Partner of preferred partner, conducts diligence and negotiates partnership

Acts as Business Lead throughout development lifecycle by completing solution design, building requirements, and overseeing development process including managing budget, timeline, scope and delivery expectations and monitoring KPIs

Establishes and directs implementation of quality controls to ensure integrity and quality of services deployed at each JV are maintained

Serve as the primary interface between JVs and Aetna Health, a new member web portal and mobile app


Partners with sales and marketing to develop promotion strategy, competitive positioning, and pricing model when applicable

Serves as SME in go-to-market and launch activities


Passion for transforming the experience of healthcare consumers by breaking new ground and launching innovative digital and service solutions

10+ years of experience in customer experience strategy, omni-channel service operations and/or product management and development

5+ years of experience managing all aspects of Software Development Life Cycle, including both the Agile and Waterfall development methodologies

Solid understanding of health plan and health system business models and operations, including the impacts imposed by health care reform. Medicare Advantage experience is a plus

Excellent verbal and written communication skills with a proven ability to influence constituents across varying levels of leadership and drive initiatives

Experienced in driving complex initiatives through a highly matrixed environment, requiring the participation and support of multiple business functions

Strong quantitative skills with ability to structure, analyze, and interpret data to identify trends and draw logical conclusions; propensity toward supporting hypothesis with strong quantitative and qualitative evidence; comfort developing business cases

Proficiency across MS Office Suite(Excel, Word, PowerPoint), advanced visualization tools and robust understanding of software development lifecycle (agile and waterfall).

Knowledge of best practices in consumer experience and omni-channel service across industries preferred.

Education and Certifications:

Bachelors required, with a focus in Economics, Data Science, Engineering, MIS, Computer Science, Psychology, Behavioral Science or a related field preferred

MBA or Masters preferred, with a focus in healthcare


The highest level of education desired for candidates in this position is a Bachelor's degree or equivalent experience.


Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare for America and across the globe. We are developing solutions to improve the quality and affordability of healthcare. What we do will benefit generations to come.

We care about each other, our customers and our communities. We are inspired to make a difference, and we are committed to integrity and excellence.

Together we will empower people to live healthier lives.

Aetna is an equal opportunity & affirmative action employer. All qualified applicants will receive consideration for employment regardless of personal characteristics or status. We take affirmative action to recruit, select and develop women, people of color, veterans and individuals with disabilities.

We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.

Benefit eligibility may vary by position. Click here to review the benefits associated with this position.

Aetna takes our candidates's data privacy seriously. At no time will any Aetna recruiter or employee request any financial or personal information (Social Security Number, Credit card information for direct deposit, etc.) from you via e-mail. Any requests for information will be discussed prior and will be conducted through a secure website provided by the recruiter. Should you be asked for such information, please notify us immediately.

Job Function: Product & Marketing

Aetna is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected Veterans status.