The Role
Lead GenAI tool support and enablement: triage tickets, coach non-technical users, run office hours and trainings, produce self-service guides, engage communities, track adoption themes, and coordinate escalations with technical owners.
Summary Generated by Built In
Requisition Number: 2370084
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:
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:
- Ticket Management & Support Operations
- Own the support intake process across the GenAI tools portfolio: triage requests, resolve common issues, and route/escalate items to the appropriate technical owners/vendor support
- Maintain clear "how to get help" guidance and escalation paths to ensure fast, consistent resolution
- Live Consultation & User Coaching
- Provide live consults (1:1 / small group) to help non-technical users apply GenAI tools to real work (prompt coaching, workflow guidance, practical use patterns)
- Identify common friction and create repeatable solutions (talk tracks, quick "how-to" steps, troubleshooting macros)
- Office Hours & Enablement Programs
- Run recurring beginner office hours/open forums (drop-in) and targeted clinics; capture FAQs and publish answers as reusable guidance
- Coordinate demos/brown bags with SMEs/tool owners; ensure sessions are recorded and shared for reuse
- Self-Service Content & Knowledge Base
- Build and maintain job aids, FAQs, quick-start guides, and "known issues" documentation to reduce repeat tickets and accelerate onboarding
- Convert recurring support themes into scalable resources and updated onboarding materials
- Community Engagement
- Engage in internal communities (Viva Engage) by answering questions, sharing tips, and promoting office hours and resources to normalize adoption and boost awareness
- Operational Feedback Loop
- Track top support themes and adoption barriers; provide a lightweight monthly summary to stakeholders to drive improvements and reduce friction
- Translate product changes into simple "what changed / what it means" guidance so users and support partners stay aligned
- 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:
- 10+ years of experience in one or more of the following: product operations, service desk/ITSM, user enablement/training, customer success, or internal platform support
- Experience creating documentation (FAQs, job aids, guides) that improves self-service and reduces repeat questions
- Demonstrated experience and understanding of enterprise concepts using AI tools such as Copilot, Claude, ChatGPT or Gemini
- Demonstrated ability to coach non-technical users and translate complex topics into clear, practical steps
- Proven solid communication, prioritization, and follow-through across multiple concurrent requests in a ticketing system
Preferred Qualifications:
- Bachelor's degree or equivalent experience
- Experience running office hours, trainings, demos, or community-of-practice style programs in an enterprise environment
- Experience partnering with cross-functional stakeholders (IT, security/governance, vendors) to route issues and improve operational readiness
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
- 10+ years experience in product operations, service desk/ITSM, user enablement/training, customer success, or internal platform support
- Experience creating documentation (FAQs, job aids, guides) that improves self-service and reduces repeat questions
- Demonstrated experience and understanding of enterprise concepts using AI tools such as Copilot, Claude, ChatGPT or Gemini
- Demonstrated ability to coach non-technical users and translate complex topics into clear, practical steps
- Proven communication, prioritization, and follow-through across multiple concurrent requests in a ticketing system
- Bachelor's degree or equivalent experience
- Experience running office hours, trainings, demos, or community-of-practice style programs in an enterprise environment
- Experience partnering with cross-functional stakeholders (IT, security/governance, vendors) to route issues and improve operational readiness
Optum Compensation & Benefits Highlights
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Healthcare Strength — Health coverage offers copay and HSA medical options with dental, vision, company‑paid life and disability, and free or low‑cost virtual visits. Feedback suggests the offering is comprehensive and competitive on paper.
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Parental & Family Support — Time off and family supports include PTO, eight paid holidays plus a floating day, six weeks paid parental leave, up to two weeks paid caregiver leave, Bright Horizons back‑up care, and adoption assistance up to $10,000. Feedback suggests these resources are meaningful for caregivers and family needs.
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Retirement Support — Savings programs include a 401(k) with employer match (after one year, vesting after two) and a 10%‑discount Employee Stock Purchase Plan. These programs bolster long‑term financial security when combined with other savings resources.
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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
