Senior Digital Product Manager – Contact Center – Remote

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

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 in Government Consumer Operations 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 strong 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.

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. 

Primary Responsibilities:

• Strategy: Establish long-term strategic direction for the Maestro 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

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:

• 5+ years of product management and technology platform product experience
• Experience with large matrixed organizations and how they operate
• Proven analytical and quantitative skills that align with an OKR-based approach
• Track record of connecting digital experiences with key results
• Experience translating business strategy and analysis into consumer facing digital products
• Track record of simplifying user experiences
• Comfortable being available for releases 1-2 times a month in the evening/overnights
• Presently employed within UHC Operations & Experience. Those currently employed outside that unit will not be considered. (To verify, review your Sparq profile and the organization chart. Sparq Homepage, click “My Profile”, click “Organization Chart”. Look upward on the org chart to confirm that you report through Ops & Experience, and Mike Baker)

Preferred Qualifications:

• Healthcare industry experience 
• Contact center experience
• Experience with scrum or agile methodologies
• Experience delivering SaaS products
• Familiarity with Maestro, Pega, or similar CMS tools
• Familiarity with using Aha, Rally, or similar development planning tools use to track and monitor capabilities
• A proven track record of delivering high-impact technical solutions with an experience forward mindset for solving complex pain points and use cases

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

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy 

The salary range for this role is $89,800 to $176,700 annually based on full-time employment. Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. UnitedHealth Group complies with all minimum wage laws as applicable. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

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.

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

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