Technology Product Manager

The Technical Product Manager (TPM) is accountable for developing a user-centric AI Adoption strategy for multiple business units across United Healthcare.  For many of our products and services, the telephone or chat interaction is the primary end user experience;  and is critically important to our overall user experience strategy.  In order to support this need, the TPM will build strategic enterprise partnerships across business, technology and operations teams to Disrupt this pattern by developing, testing and iterating on self service solutions powered by Artificial Intelligence / Large Language Models. Also critical to success is the ability to develop and align product and technology roadmaps and actively facilitate prioritization discussions across stakeholder groups in the enterprise.  This is accomplished by creating and leveraging feedback loops and data collection strategies across the organization to enable an adaptive backlog management approach.  The TPM will need to work with internal constituents to synthesize qualitative and quantitative measures including performance metrics such as call obviation, average handle time, labor allocation / occupancy as well as customer satisfaction data such as NPS (Net Promotor Score) in order to help establish a balanced prioritization approach.  By doing so, the TPM will develop a shared product vision and roadmap for the future of the United Healthcare Member Experience.

Primary Responsibilities

• Drive product strategy and vision as implemented by objectives + key results and socialization of strategic roadmaps
• Prioritize requirements and feedback across multiple enterprise stakeholders + constituents via adaptive / responsive backlog management strategy
• Help balance and rationalize prioritization of self service capabilities, Operations + Maint. with new features and functionality
• Navigate and influence multiple cross-functional teams in a complex, matrixed work environment
• Influence innovation across technology, operations, business and communications teams to ensure aligned; cohesive progress
• Identify business challenges and opportunities for improvement using data analytics, as well as customer/colleague feedback and pain points
• Serve as the product champion and apply deep expertise to credibly represent, manage, and engage with constituents

Required Qualifications:

• 5+ years of Product Management experience, developing product vision and strategic roadmaps
• 3+ years of experience working with Omnichannel or Digital customer service solution development (telephonic, messaging, SMS, digital, search, customer journeys)
• Bachelor’s Degree

Preferred Qualifications:

• Background on omnichannel strategy including CRM integration, customer journeys and agent + bot supported chat, SMS 
• Experience with call center operational metrics and measures such as Average Handle Time, Occupancy, First Call Resolution
• Demonstrated ability to adapt but be persistent in achieving desired outcomes
• Experience in Healthcare or other regulated areas such as financial or government
• Advanced Degree in Telecommunications, Computer Science, Business Administration or related field of study

Careers with Optum. Here’s the idea. We built an entire organization around one giant objective; make the health system work better for everyone. So when it comes to how we use the world’s large accumulation of health-related information, or guide health and lifestyle choices or manage pharmacy benefits for millions, our first goal is to leap beyond the status quo and uncover new ways to serve. Optum, part of the UnitedHealth Group family of businesses, brings together some of the greatest minds and most advanced ideas on where health care has to go in order to reach its fullest potential. For you, that means working on high performance teams against sophisticated challenges that matter. Optum, incredible ideas in one incredible company and a singular opportunity to do your life’s best work.^SM

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.