Director Digital Product – Advocate Product Management

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

As a Director Digital Product, you will drive the strategy for the Advocate Experience within the Consumer Product Office of UHC, 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 the Contact Center product across multiple consumer experiences or journeys. Consult on and influence priority-driven decisions based on consumer insights and business needs. Support intake and initial assessment of ideas from business partners using OKRs to drive prioritization
• Planning: Define the customer outcomes, business impacts, and roadmaps 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: 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. Use data to drive continual experiential improvement
• Delivery: Manage product, experience, lifecycle from conception to release. Work with agile teams to iterate and build; focusing 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: Define, track and monitor Objectives and Key Results (OKRs). Ensure correct data and tools are employed to measure the experience at all levels. Use data to measure and ensure realization of benefits tied to capability enhancements
• 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:

• Undergraduate degree or equivalent experience
• 12+ 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
• Proven analytical and quantitative skills that align with an OKR-based approach
• Track record of connecting digital experiences with key results
• Track record of simplifying user experiences
• Comfortable being available for releases 1-2 times a month in the evening/overnights

Competencies: 

• Able 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.