Sr Digital Product Manager, Voice and Chat – 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 Senior Digital Product Manager Voice and Chat Portal on one of the Agile scrum teams developing the next generation voice portal for UnitedHealth Group. The Product Owner owns, maintains and prioritizes the product backlog for the scrum team. They share the product vision and works closely with the Product Manager, Scrum Master and Delivery Manager to ensure the team delivers value to the business.

 

This leader will work with key business and IT partners to develop strategic plans for the technologies impacting Member, Provider and Employer / Broker service call centers. This individual is a self-starter; with the ability to identify and pursue opportunities without being provided explicit direction. Solid presentation 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:

• Accountable for the product backlog and prioritization of user stories with team members  
• Establish success metrics, OKRs (Objective and Key Results), and go-to-market plan 
• Be the voice of the customer and end-user; proactively provide customer feedback to internal teams. This includes being the voice of the service organization that is closest to the customer. 
• Practical understanding of Scrum principles and practices  
• Partners with Scrum Master in supporting Scrum Framework  
• Shares and decomposes Features into user stories (non-technical)  
• Develop a deep understanding of the customer and product needs  
• Recognized voice of the business to the team  
• Test, validate and identify weaknesses in prototypes and make the necessary changes (A/B, research, analysis, usability, etc.) 
• Build, manage and develop a team of business analysts/testers. 
• Ensures traceability between requirements to Features to user stories  
• Review of test cases against user stories acceptance criteria  
• Periodically re-prioritize the Product Backlog based on customer feedback, market changes and business priority as communicated by the Product Manager  
• Formally accepts the user stories once all acceptance criteria are met 
• Actively participates in Product Backlog grooming sessions, retrospectives, defect management and project team’s release planning sessions  
• Accessible for the team to answer questions, and during Sprint planning sessions, and Daily Scrum  

 

What you will need to be successful: 

• Vision: Always looking through the lens of the consumer and thinking of how to make their life better 
• A solid Understanding of User Experience: Experience in product management, product development, and User Experience design  
• Ability to ask Why: Comfortable asking the right questions to quickly understand the core of the user needs 
• Instinct: Consumer product instincts 
• Dig Deep: Being able to dig in and go all the way down the rabbit hole to identify those unique opportunities 
• Collaboration: Experience incubating and commercializing new ideas by working closely with technical and creative teams.  Ability to navigate and lead through a complex matrix organization to deliver outcomes 
• Communication: Ability to present and hold a dialog in a variety of forums: executive, front-line and industry events 
• Influence without authority: Provide guidance and information to business for prioritizing high value work 

 

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 with Product Owner, Project Management and / or Business Analysis  
• 1+ years of experience Migrating IVR experiences to AI experiences 
• Deep understanding of Authentication and Policy selection Logic that UHC uses within the Voice experience  
• Experience driving teams and management to decisions 
• Experience working with cross functional teams  
• Experience systematically analyzing problems, drawing relevant conclusions, and devising appropriate courses of action

 

Preferred Qualifications:

• Experience in working with Agile / Scrum work environment as a Product Owner: writing user stories, and following the development process through user story acceptance  
• Previous experience analyzing/troubleshooting  IVR authentication and call routing
• Diplomatic with solid negotiation and conflict resolution skills  
• Experience working with IVR or call technology systems  
• Healthcare insurance industry experience 
• Ability to effectively break down barriers to maintain progress on initiatives  
• Proficiency in Microsoft Office, including Word, Excel, PowerPoint, Visio and Outlook
• Adept at adjusting to changing circumstances quickly and professionally  
• Able to make quick decisions when clarification or modification is needed  
• Excellent oral, written and interpersonal communication with both technical and business audiences  
• Demonstrate strategic thinking by using appropriate information to diagnose problems, identify possible solutions and collaborate with impacted groups to drive decisions  
• Self-directed and able to drive detailed solutions to completion with minimal oversight  
• Detail oriented and obsessively organized  

 

*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 al 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.