Lead Digital Product Manager - Advocate Desktop Applications

Requisition Number: 2394372
Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
Our advocates are the front line of the member experience - the voice and the ears of UnitedHealthcare on every chat and phone interaction. The tools they use directly shape how quickly and effectively we can resolve a member's question or concern. This role owns the desktop applications advocates rely on every day to manage chat and telephony interactions and plays a key part in making those tools faster, simpler, and smarter for the people who use them. You will thrive here if you enjoy solving real operational problems, partnering closely with the people who use what you build, and driving measurable improvements to the agent and member experience.
Within the Enterprise Digital Product Office of Optum, this Lead Digital Product Manager serves as Product Owner for our advocate desktop applications - the suite of tools advocates use to manage chat and telephony interactions with consumers. This role owns the roadmap and backlog for these applications end-to-end, translating advocate and business needs into clear requirements and prioritizing features that reduce tool-switching, streamline workflows, and improve the advocate and member experience.
The Lead Product Manager partners closely with Engineering, UX, and Contact Center Operations to deliver seamless agent experiences, leads sprint planning and backlog refinement within an Agile team, coordinates user acceptance testing, and tracks performance against key contact center metrics. This role also helps evolve the platform through AI-assisted features and process improvements, and requires strong product management skills, comfort with contact center technology, and the ability to communicate clearly with both technical and non-technical audiences.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.
Primary Responsibilities:

• Own the product roadmap and backlog for advocate desktop applications used to manage chat and telephony interactions with consumers
• Translate advocate and business needs into clear requirements, user stories, and acceptance criteria
• Prioritize features and backlog items based on advocate impact, business value, feasibility, and delivery capacity
• Partner closely with Engineering, UX, and Contact Center Operations to deliver a seamless, unified agent experience
• Lead sprint planning and backlog refinement within an Agile team, and participate in agile ceremonies including demos and retrospectives
• Coordinate user acceptance testing (UAT) with advocates and business partners ahead of releases
• Track and report on contact center and product performance metrics; use insights to inform roadmap priorities
• Identify and drive AI-assisted features and process improvements that reduce tool-switching and streamline advocate workflows
• Partner with contact center platform teams (e.g., Amazon Connect, Genesys, NICE) to ensure advocate tools integrate effectively with underlying telephony and chat infrastructure
• Collaborate with CRM/case management system owners to ensure seamless cross-platform integration for advocates
• Communicate roadmap, priorities, and progress clearly to stakeholders and leadership
• Proactively identify risks and barriers to delivery and present fact-based options to maintain timelines and quality
• Ensure solutions align with healthcare, insurance, and other regulatory requirements applicable to advocate-facing tools
• Perform other duties as assigned

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:

• 5+ years of product management/product owner or related experience
• Experience with contact center, agent-facing applications
• Grasp of contact center metrics and Agile/Scrum delivery
• Familiarity with CRM/case management systems and cross-platform integrations

Preferred Qualifications:

• Experience with Amazon Connect or other cloud-based contact center platform technology
• Background in healthcare, insurance, or other regulated consumer services
• Excellent communication and stakeholder management skills

*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $112,700 to $193,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
At UnitedHealth Group, our mission is to help people live healthier lives and help make the health system work better for everyone. Together, we are shaping the future of healthcare by harnessing technology and innovation to make care simpler to navigate, more affordable and more connected for the people we serve. We are committed to creating an inclusive workplace where everyone feels welcomed, valued, heard and respected, empowering people to bring their authentic selves to work and strengthening our collective impact through diverse talents, backgrounds, experiences and perspectives.
UnitedHealth Group and its affiliated brands are an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group and its affiliated brands are a drug-free workplace. Candidates are required to pass a drug test before beginning employment.