Senior Manager Digital Product – Advocate Experience

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.

Optum is part of UnitedHealth Group, a key leader across major segments of the U.S. health care system. For you, that means working with high performance, elite teams impacting consumer experiences and related solutions across all UnitedHealthcare lines of business. 

The experience in healthcare can be complicated and hard to navigate, making what can already be a challenging time that much harder for Consumers and the operational teams supporting them. In an industry littered with competing and disconnected products, our Advocates play an important role to support our Consumers throughout their health care journey. This Sr. Product Manager role is aligned to the Advocate Experience focusing on the operational processes and digital tool that enable our service and employee experience. The Advocate Experience journey exists to create the best employee experience to empower our operational teams to serve our Consumers in a timely manner with ease, accuracy, and compassion. This role is responsible for using Product Management best practices to set the vision for and execute a simplified omni-channel operational experience for our Advocates. An experience that delivers on the United Health Group mission, of helping members live healthier lives and making the health system work better for everyone. 

As a Sr. Product Manager, you will drive the strategy for the Advocate Experience, focused on developing experience initiatives to enable the conversational experience by ensuring our people can respond and reach out in the appropriate channel (voice, chat, email, etc.) to communicate to those we serve to drive quality interactions. This Product Manager will leverage insights and analytics to develop a solid understanding of consumer and employee behavior, while partnering with the business to define key aspects of the omni-channel journey. The role involves partnering with a cross-functional team throughout the process – starting with problem identification and following through to implementation and measurement to develop high-value, modern, intuitive, and cross-channel experiences that speak our consumers’ language and empower our Advocates. The individual in this role will be expected to use product and agile methodologies to transform healthcare experiences at speed and scale which ultimately, drive clear benefits for healthy consumer outcomes, better plan utilization, and increase financial savings, retention, and satisfaction. 

Primary Responsibilities:

• Strategy: Establish long-term strategic direction for various products within a particular consumer experience or journey based on consumer insights and business needs
• Planning: Define the customer outcomes, business impacts, and roadmaps for the products 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 – Seeks to 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
• Delivery – Manages product, experience, lifecycle from conception to release, Works with agile teams to iterate and build; focus 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 – Defines, tracks and monitors Objectives and Key Results (OKRs). Ensures have correct data and tools for the experience and related sub-processes; uses data to improve experiences
• 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:

• Bachelor’s degree or equivalent experience  
• 6+ 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 connecting digital experiences with key results 
• A track record of simplifying digital experiences 
• Proven analytical and quantitative skills that align with an OKR based approach

Preferred Qualifications:

• Healthcare industry experience  
• Experience delivering SaaS products
• A proven track record of delivering high-impact technical solutions with an experience forward mindset for solving complex pain points and use cases 

Competencies:  

• Ability 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.