Capability Manager – Remote

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.

This Capability Manager is responsible for end-to-end business process activities related to the ongoing implementations and maintenance of the OMNI Genesys and OMNI Connect telephony systems across multiple markets.  This position will represent the business side of implementation and expansion of telephony capabilities including Bot and Self-Service. They will be a valuable contributor in the creation, implementation, and evaluation of migrations, integrations and day 2 support activities. They will lead the prioritization and roadmap for solutions ranging from small to multi-month projects. This person will need to be able to influence without authority during requirements gathering and solution intent activities. They will work closely with agile team members to ensure the team delivers value to the business and ensures a best-in-class caller experience. In addition, this individual will work to support strategic plans for other technologies impacting the Optum Health contact centers. This individual is a self-starter; with the ability to identify and pursue opportunities with limited direction. Strong communication skills, analytic skills and a passion for improving consumer experiences using technology are essential.

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

Primary Responsibilities:

• Works well in a matrix environment across cross-functional teams 
• Develop a deep understanding of agent, caller, and product needs and employ that understanding into effective design strategies
• Lead end-to-end coordination for integration of new capabilities that generate value, scalability, control, risk mitigation and/or a unified experience to customers
• Leverage data analytics, consumer, and business leaders input to identify and champion capability solutions
• Represent business interests and requirements on a variety of projects and initiatives
• Collaborate with multiple stakeholders to understand and analyze requirements
• Influence solution analysis and design meetings for system/operational enhancements and implementations
• Participates in discussions to document Current State/Future State workflows as needed
• Communicate clear updates to Optum Health leaders for medium to high complexity solutions
• Collaborate with and influence System Analysts and System Architects for strategic solution identification that meets business needs
• Provides direction to business analysts and IT resources within the Agile team to ensure highest value is delivered
• Understands and can discuss the application and implications of changes to interaction routing strategies
• Prepares and presents information to leadership for next steps and decision-making
• Remove obstacles and manage remediation of business problems that impact delivery of products, customer satisfaction, and quality 
• Deliver implementation status updates on MBR, QBR with executive leadership
• Demonstrates consistent and collaborative leadership behavior with the team
• Manages and prioritizes a backlog/inventory of system and business requirements to quickly react to additional enhancement capacity
• Build relationships and leverage a network of experts – internal and external – that enhance innovation and performance
• Demonstrates a self-starter attitude and be eager to experiment, innovate and explore the potential in new ideas while understanding and mitigating the risk to the organization
• Represents Our United Culture missions and values in all activities, demonstrating exemplary customer service with internal and external team members

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:

• 3+ years of experience within a large matrix organization, preferably Sr Business Analyst, Sr Capability Analyst, or Manager role
• 2+ years of contact center experience including knowledge of the contact center industry and technologies
• 1+ years of demonstrated critical thinking and navigating ambiguity to deliver quality results
• Experience managing multiple priorities and supporting multiple complex projects concurrently
• Experience with Process Flows and detailed documentation 
• Experience working directly with senior level business stakeholders
• Excellent verbal and written communication skills
• Proficiency with Microsoft Word, Excel, PowerPoint, Outlook, Visio
• Excellent customer/consultant relationship and collaboration skills that influence successful outcomes
• Manage time effectively while meeting expectations of stakeholders and business needs

Preferred Qualification:

• Experience working with Telecommunications systems such as AWS Connect, Genesys, Cisco ICM, Avaya PBX, IEX, Google Bots, LivePerson, and Telephony Desktop Integrations
• Experience using Smartsheet
• Experience with OMNI channel routing (Voice, Chat, SMS etc.)
• Experience working with the Omni Genesys Agent Platform
• General understanding of agent workflows
• Project management experience
• Healthcare industry experience
• Proven ability to write and manage business requirement documents, mapping documents, and functional specifications
• Proven ability to communicate complex and technical issues to diverse audiences
• Understanding of Call Flows, Interaction Routing, Skilling, and Workforce Management

*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.