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.
We're seeking an experienced Issue Lead to own end-to-end incident and issue management across our Adobe Experience Platform (AEP) stack -Adobe Journey Optimizer (AJO), Customer Journey Analytics (CJA), and Real-Time CDP (RTCDP). This role will be the central point for triage, prioritization, coordination, and resolution -ensuring issues don't stagnate, root causes are identified and fixed, and stakeholders have clear visibility into status, impact, and timelines. You will manage the Issue Dashboard (open/closed, categories, themes, root causes, actions), run monthly executive reviews, and keep capability leads aligned and proactive in communications to impacted stakeholders.
Primary Responsibilities:
- Triage & Ownership: Intake & triage new issues, classify by impact and type, establish severity levels and risk assessment
- Coordination & Progress Management: Drive cross-functional resolution, monitor progress, prevent stagnation, ensure workarounds and rollbacks
- Issue Dashboard & Insights: Build and maintain live dashboard with open/closed issues, categories, themes, root cause analysis (RCA) and corrective and preventive action (CAPA) tracking
- Root Cause & Prevention: Lead RCA for high/critical issues, ensure preventive measures implemented and verified
- Communication & Governance: Host monthly sessions, engage capability leads, partner with comms/PMO for stakeholder updates
- 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 regard 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
- Adobe Experience Cloud/AEP certifications
- 5+ years in digital/marketing technology, data platforms, or analytics operations
- Hands-on experience with Adobe Experience Platform - AJO, CJA, and RTCDP
- Experience working with Adobe Support and coordinating vendor escalations
- Solid issue/incident management background with ability to triage and drive closure
- Proficiency with issue tracking and dashboarding tools (Jira/Azure DevOps/ServiceNow; Power BI/Tableau/Looker)
- Proven excellent communication and stakeholder management skills
Preferred Qualifications:
- Experience running AEP initiatives (journey orchestration, segmentation, destinations, analytics)
- Experience with RCA frameworks and post-incident reviews
- Familiarity with CI/CD, test automation, and observability/alerting for martech stacks
- Knowledge of privacy, consent, and data governance (GDPR/CCPA)
- Tools & Platforms
- Adobe Experience Platform (AJO, CJA, RTCDP), Jira/Azure DevOps, ServiceNow, Power BI/Tableau/Looker
Core Competencies:
- Ownership & Bias to Action
- Systems Thinking
- Problem Solving
- Influence Without Authority
- Clarity in Communication
- Operational Rigor
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.
Optum Compensation & Benefits Highlights
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Healthcare Strength — Health coverage offers multiple plan types with employer HSA contributions, in‑network preventive care at 100%, and included 24/7 virtual visits, alongside dental and vision options. This breadth allows predictable copay choices or tax‑advantaged HSA designs to fit different usage needs.
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Retirement Support — Retirement programs include a 401(k) with employer match eligibility and full vesting over time plus an Employee Stock Purchase Plan at a discount. Together these elements support long‑term savings and ownership.
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Parental & Family Support — Family supports include six weeks paid parental leave, paid caregiver leave, adoption assistance, and subsidized Bright Horizons back‑up care. Emotional well‑being resources like a premium Calm subscription and a 24/7 EAP complement these supports.
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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.
