Staff Product Manager, Member Experience

Headquarters: Remote - USA 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: f