Sr Capability Manager – Hybrid in Draper, UT or Eden Prairie

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

 

The Sr. Capability Manager of Knowledge Management and Digital Capabilities is part of the Operations Enablement team at Optum Financial and is responsible to drive critical functions driving excellent experiences for our customer and team member interactions. Enabling both Employer and Payer business lines, this Sr. Mgr will focus on “digital first” capabilities for our consumers and significantly improving knowledge management approaches for our team members to be AI-ready. The ideal Sr. Mgr brings a passion for modernizing operations and servicing experiences at the intersection of healthcare and financial services and has experience working with CRMs, IVRs, Call, and building AI into the fabric of how we work. This Sr. Mgr brings strong collaboration success from past roles and successful working closely with Engineering and Technical support teams.

 

If you are located in Draper, UT or Eden Prairie, MN, you will have the flexibility to work from home and the office in this hybrid role* as you take on some tough challenges.

 

Primary Responsibilities:

• Support Capabilities Director to cultivate and execute on roadmap across critical functions of the capabilities for driving flawless interactions between our consumers and team members (e.g. Digital messaging, Chat, Bots, Knowledge Re-write and Re-design, AI-ready capabilities)
• Execute on priorities to introduce digital-first capabilities across service and operations (e.g. Chat, Text notifications, Bots, AI)
• Investigate and remediate support issues and implementation challenges across critical functions in collaboration with other functional teams
• Support assessments across product and platform choices when tool selection is needed
• Deliver an ever-improving experience for our consumers and team members
• Solid demonstration of agile methodologies, especially scaled agile approaches
• Influence without authority to drive collaboration with partners critical to bring our vision for capabilities to life and achieve critical priorities for the organization including digital engagement and call obviation
• Drive revisions to playbooks and business continuity plans as needed to mature with our growing business

 

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:

• 4+ years delivering on flawless consumer and omni-channel experiences within a technology or operations environment with a proven track record of leadership
• 4+ years of demonstrated change agent responsibility, communicating and executive presentation to message plans and progress to plans across various parts of the organization
• 4+ years of demonstrated ability to lead cross-functional teams and manage complex environments, consolidations of tools and platforms and integrating newly acquired platforms
• 4+ years of solid analytical and problem-solving skills, with a focus on data-driven decision making
• 4+ years of demonstrated ability to thrive in a fast-paced, growth-based dynamic environment

   

Preferred Qualifications:

• Experience at the intersection of healthcare or financial service industry is a plus

 

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. 

 

 

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.