The Role
Own the strategy, roadmap, backlog, delivery, and lifecycle of a digital contact center product across consumer experiences. Use consumer, operational, clinical, and experience analytics to prioritize features, define OKRs, measure outcomes, simplify user journeys, and drive releases. Partner with agile and implementation teams, business stakeholders, and technology leaders to deliver high-value digital capabilities and improve customer outcomes.
Summary Generated by Built In
Requisition Number: 2388588
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.
Primary Responsibilities:
Required Qualifications:
Preferred Qualifications:
Competencies:
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
#NJP
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.
Primary Responsibilities:
- Strategy: Establish long-term strategic direction for the Contact Center product across multiple consumer experiences or journeys. Consult on and influence priority-driven decisions based on consumer insights and business needs. Support intake and initial assessment of ideas from business partners using OKRs to drive prioritization
- Planning: Define the customer outcomes, business impacts, and roadmaps within an experience. Proactively identify new customer needs and define the features that will solve them. Build and manage the product backlog for optimal value, making trade-offs as needed based on product vision, team capacity, desired business outcomes, stakeholder needs and added information to develop sprint plans
- Use Data to Drive Outcomes: Deliver viable ideas or learn fast and pivot by understanding pain points and experience analytics. Leverages consumer, operations, and clinical data plus feedback/behavior to drive business outcomes. Use data to drive continual experiential improvement
- Delivery: Manage product, experience, lifecycle from conception to release. Work with agile teams to iterate and build; focusing on prioritizing the business value from different pieces of the work to improve speed to market for those features that will drive the most value to the company. Partners with implementation teams to roll out MLPs and drive release strategies
- Results & Metrics: Define, track and monitor Objectives and Key Results (OKRs). Ensure correct data and tools are employed to measure the experience at all levels. Use data to measure and ensure realization of benefits tied to capability enhancements
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications:
- Undergraduate degree or equivalent experience
- 4+ years of product management and technology platform product experience
- Experience with large matrixed organizations and how they operate
- Experience translating business strategy and analysis into consumer facing digital products
- Track record of simplifying user experiences
- Proven analytical and quantitative skills that align with an OKR-based approach
- Proven track record of connecting digital experiences with key results
- Proven comfortable being available for releases 1-2 times a month in the evening/overnights
Preferred Qualifications:
- Healthcare industry experience
- Contact center experience
- Experience with scrum or agile methodologies
- Experience delivering SaaS products
- Familiarity with Maestro, Pega, Salesforce, ACET or similar tools
- Familiarity with using Aha, Rally, or similar development planning tools use to track and monitor capabilities
- A proven track record of delivering high-impact technical solutions with an experience forward mindset for solving complex pain points and use cases
Competencies:
- Able to effectively manage complex problems, seeking understanding of root causes and exploring new ways to improve and simplify experience.
- Relentless learner and student of the industry, technology, and consumer/provider insights
- Proven relationship builder both within the organization and with external partners
- Comfortable working with ambiguity and change
- Exceptional written and verbal communication skills with ability to communicate and inspire at all levels, including addressing opportunities, risks, and strategic positioning with business and technology leaders
- Leadership and consensus building skills with willingness to embrace personal and professional development
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.
#NJP
Skills Required
- Undergraduate degree or equivalent experience
- 4+ years of product management and technology platform product experience
- Experience working in large matrixed organizations
- Experience translating business strategy and analysis into consumer-facing digital products
- Track record of simplifying user experiences
- Proven analytical and quantitative skills aligned with an OKR-based approach
- Proven track record connecting digital experiences with key results
- Availability for releases one to two times per month during evenings or overnight hours
- Healthcare industry experience
- Contact center experience
- Experience with Scrum or Agile methodologies
- Experience delivering SaaS products
- Familiarity with Maestro, Pega, Salesforce, ACET, or similar tools
- Familiarity with Aha, Rally, or similar development planning tools
- Track record delivering high-impact technical solutions for complex customer pain points
Optum Compensation & Benefits Highlights
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Parental & Family Support — Paid parental leave (six weeks), paid caregiver leave (up to two weeks), Bright Horizons back-up care, and adoption assistance up to $10,000 are prominently included. Feedback suggests these family supports meaningfully aid work-life balance and are often highlighted as strengths.
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Retirement Support — A 401(k) with company match is available to all employees, including part-time staff, alongside other financial protections like disability and life insurance. Feedback suggests broad access and matching make retirement support a core pillar of the package.
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Equity Value & Accessibility — An Employee Stock Purchase Plan offers discounted company stock, with some roles also eligible for sign-on or performance bonuses. Feedback suggests the ESPP is a standout financial perk that helps employees build ownership over time.
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The Company
What We Do
Optum, part of the UnitedHealth Group family of businesses, 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. At Optum, we support your well-being with an understanding team, extensive benefits and rewarding opportunities. By joining us, you’ll have the resources to drive system transformation while we help you take care of your future. We recognize the power of connection to drive change, improve efficiency and make a difference in health care. Join a team where your skills and ideas can make an impact and where collaboration is key to creating technology that produces healthier outcomes.
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Optum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Optum has three workplace models that balance the needs of the business and the responsibilities of each role. These models, core on‑site (5 days/week), hybrid (4 days/week) and telecommute or fully remote, vary by country, role and location.
Typical time on-site:
Not Specified
