Key skills
Omnichannel customer experienceContact center operationsCRM integrationBot assisted interactionsChatbot technologyVoice technologySMS communicationEngineering collaborationOperations collaborationSecurity collaborationProduct managementCall center operational metricsInfluencePersistenceAICRMChange ManagementProduct Management
About this role
Optum is a global leader in health care innovation, seeking a Director of Technical Product Management to lead strategic areas for AI Powered bots in digital and telephonic self-service channels. This role involves partnering with product, engineering, and operations teams to ensure scalable and secure customer interactions across channels.
Responsibilities:
- Drive technical product strategy and vision, translated into objectives, key results, and clearly socialized roadmaps
- Lead through change management needed to federate the development and product lifecycle of AI bots in the voice and digital channel
- Serve as the technical product champion for federation enablement, credibly engaging internal stakeholders across tech, business, and operations
- Own and prioritize backlogs across AI voice, chat, and digital self service capabilities, balancing new features with operations and maintenance
- Act as a hands-on technical product leader, contributing directly to discovery, solution design, product experimentation and backlog refinement
- Represent technical product considerations such as model evolution, scalability, security, and reliability in roadmap and backlog decisions
- Use data, customer/member feedback, and operational metrics to identify improvement opportunities
- Support omnichannel convergence of voice and digital experiences, ensuring consistent member journeys
Requirements:
- Bachelor's degree in Computer Science, Engineering, Business, or related field
- Experience supporting omnichannel customer experiences, including contact center, CRM integration and agent and Bot assisted interactions (chat, voice, SMS)
- Experience working with engineering, operations, security, and business product teams in a highly matrixed environment
- Familiarity with call center operational metrics (e.g., AHT, Occupancy, FCR) and how they influence product decisions
- Proven ability to adapt, influence, and persist in complex environments to achieve outcomes
- Advanced Degree
- Experience in Healthcare or other regulated areas such as financial or government
- All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy