Staff Product Manager, Member Experience

Role overview

Staff Product Manager (Staff PM) for Member Experience at Clover Health. This is a senior individual-contributor role responsible for product strategy and execution across member engagement and building member trust. You will operate autonomously to set direction for a cross-functional team and influence the broader organization by example.

Responsibilities

• Own outcomes for the team: define vision/strategy for member experience and trust, align stakeholders, and communicate impact.
• Create and drive a 3–6 month product plan aligned to a 12-month vision and business objectives.
• Identify and champion initiatives that improve member trust, activation, retention, and business value/operational efficiency.
• Make resource and investment decisions to maximize strategic impact.
• Serve as the subject matter expert on member engagement, including member needs, touchpoints, vendor landscape, and regulatory constraints.
• Run an outcome-driven execution loop: align teams to outcomes, remove/escalate blockers, launch, measure, and iterate.
• Lead instrumentation, experimentation, and measurement:
  • Design and run A/B tests with analytics
  • Own funnel metrics and use data to guide product tradeoffs
• Partner with cross-functional teams (Engineering, Analysts, Security/Compliance, Operations, and executive leadership).
• Facilitate technical and architecture conversations with engineering across:
  • Web/mobile stacks
  • Messaging/SMS gateways
  • Identity & authentication
  • API-driven internal/external integrations
• Drive vendor selection, management, and phased migrations off legacy systems when needed; balance contract/technical/operational tradeoffs.
• Build AI-forward member experiences with Engineering/Data/AI teams:
  • Examples include LLM-driven concierge, personalized messaging, intelligent routing
  • Ensure AI is safe, helpful, measurable, explainable, and auditable and aligned with member trust goals.
• Mentor and raise product craft across peers and the broader organization.

Requirements / qualifications

• Senior individual-contributor product leadership with demonstrated ability to own outcomes and execute end-to-end.
• Strong capability in defining metrics, hypotheses, experimentation, and iterating based on measured results.
• Deep understanding of member experience systems and regulatory constraints that affect product decisions.
• Ability to collaborate closely with Engineering and cross-functional partners on technical/architecture topics and integrations.
• Experience designing and using AI/ML-backed or AI-enabled product experiences with appropriate governance.

Success looks like

• A clear, aligned product roadmap for member trust initiatives over the next 3–6 months.
• Improved member engagement reliability, iteration speed, and personalization, evidenced by:
  • Higher NPS
  • Reduced rates of bad/unproductive calls
  • Improved retention
  • Higher successful outbound engagement rates
• Comprehensive instrumentation and experimentation to support ongoing optimization.