Application Support Manager – 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. 

 

You are a thought leader who thrives on developing new solutions to solve tough challenges. As a critical member of the Product Management team, you will help rewrite the future of UnitedHealth Group. Here, your business acumen, analytical and innovative skills will help us with our mission of helping people live healthier lives. Yes, we share a mission that inspires. And we need your organizational talents and business discipline to help fuel that mission. Are you ready to analyze data and deliver bold, business-savvy ideas to impact the lives of millions?  Ready to make a difference?

 

As the Application Support Manger, you are responsible for the oversight of incident and production defect management, as well as ownership of the Development Operations backlog of work.  You will directly manage the Application Support Research team, who are responsible for understanding/managing incidents and defects within the suite of products for data loading and automation. Management of the Application Support Research team also means that you will provide direction, education and clarity around specific objectives that come in through incident and defect intakes.  You will own and manage the backlog for our dedicated Dev Ops team, prioritizing work and ensuring that our suite of products has effective management and resolution of issues.   This also requires alignment to business and/or product strategy, effective communication skills to ensure business-specific or cross-enterprise impact to defect/incident resolution and a clear method of communicating status to many levels of leadership.   Positions in this function are accountable for delivering sustainable, financially sound solutions that solve a specific problem and enable successful internal business function performance.  Positions in this function play a critical role in ability for our customers to continue to execute on internal business functions by resolving issues that they may encounter.  

 

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

 

Primary Responsibilities:

• Manage the Application Support team: set team direction, prioritize workload, resolve escalations, and provide mentorship and guidance to team members via 1:1’s and team calls
• Manage the Application Support monthly metric reporting and other administrative tasks as needed/requested, inclusive of quarterly check-ins for myGPS and annual reviews
• Partner proactively with business stakeholders to manage application issues, downtime events, incident tracking, and resolution management  
• Oversee incident management processes including issue identification, analysis, escalation, root cause analysis, reporting, and communication to stakeholders  
• Develop and maintain comprehensive reporting on application performance, downtime incidents, system issues, and resolution metrics  
• Proactively identify opportunities to enhance application stability and improve operational efficiency through process improvements and best practices  
• Lead or participate in projects related to application upgrades, enhancements, regulatory compliance, or business initiatives  
• Ensure adherence to established policies, procedures, and compliance standards (e.g., CMS, HIPAA, state and federal regulations)  
• Maintain documentation and process standards ensuring clarity, consistency, and accessibility across the Application Support team  
• Coordinate with internal IT groups and external vendors to drive timely issue resolution and system improvements  
• Receive and analyze data from multiple inbound sources (e.g., spreadsheets, email, tickets) to identify trends, patterns, or potential risks and translate into actionable tasks  
• Understand impacts of work at local and national levels, anticipating customer needs and proactively addressing gaps and developing solutions to meet business requirements 
• Responsible for the backlog for the DevOps team, which includes defining capabilities/features/user stories, using Aha/Rally and participation in daily scrum team meetings, etc.
• Familiarity with the Agile process for Product implementation and support

 

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 opportunities for other roles you may be interested in.

Required Qualifications:  

• 3+ years of experience directly or indirectly managing people/teams within Capability and Defect management
• 3+ years Experience and technical knowledge supporting one or more of the following UnitedHealthcare Core platforms: NDB, PhyCon, CORE, Onboard PRO, MPP, Propel, PPM, or similar systems  
• 3+ years of Experience managing and resolving critical application downtime incidents, performing root cause analysis, and providing detailed reporting to senior leadership and stakeholders  
• 3+ years of experience Demonstrated ability to analyze data from multiple inbound sources (spreadsheets, emails, incident reports, data extract etc.) and translate findings into actionable tasks and recommendations  
• Current Employee of UHC Benefit Ops – Provider Operations
• Advanced proficiency in Microsoft Excel, Word, and PowerPoint  
• Proven excellent communication skills for various levels of leadership

 

Preferred Qualifications:  

• Completed Agile training or certification  
• 3+ years demonstrated leadership experience directly supervising staff including responsibility for team performance, coaching and mentoring, conducting performance reviews, and providing guidance
• Experience supporting PhyCon, MPP, PPM, or other related operational platforms  
• Experience managing system upgrades, enhancements, or implementations  
• Experience managing projects or operational processes involving cross-departmental collaboration and communication  
• Familiarity with IT service management frameworks 
• Familiarity with SDLC in an Agile environment
• Proven desire and proven ability to lead and inspire teams toward continuous improvement, innovation, and operational excellence  
• Proven critical and Strategic thinking mindset 
• Proven excellent demonstrated verbal and written communication skills with the ability to effectively present information to diverse audiences  

 

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

 

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from$89,900 to $160,600 annually based on full-time employment. We comply with all minimum wage laws as applicable.

 

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.