Lead Technical Product 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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.
Engagement Technology's mission is to power meaningful, timely, and personalized member interactions across all touchpoints, enabling better experiences and stronger relationships. Our charter is to unify customer data, orchestrate intelligent journeys, and deliver capabilities that elevate how members engage with our products and services.
The Engagement Tech team brings together product, engineering, data, and architecture disciplines to build scalable platforms that support omnichannel communication, real time decisioning, and continuous experience improvement. We partner closely with business and technology stakeholders to drive platforms that are resilient, modern, and member focused.
The Lead Technical Product Manager for the Call Center Transformation initiative will own the technology roadmap, platform capabilities, and execution strategy that modernize our contact center ecosystem. This role will define and deliver next generation tools, integrations, and data-driven experiences that empower agents, streamline operations, and drive exceptional member outcomes.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:

• Leads product management activities for multiple products, or one strategic product, with cross-divisional impact. Drives the design and continuous improvement of AI/ML technical solutions
• Influences and collaborates with cross-functional teams to create best practices that drive significant change to the client experience. Ensures business outcomes are linked to business case drivers
• Provides guidance to technical product and engineering teams, helping them adopt effective AI/ML practices and insights. Oversees product teams' support of the messaging, communication, and customer outreach as necessary
• Facilitates strong business support through working with team members to promote a consistent approach to decisions/impacts and client propositions. Drives connection across all appropriate internal and external stakeholders
• Leads the planning, development, and implementation of new AI/ML technical products with cross-divisional impact. Defines and analyzes AI/ML markets, developing detailed product features and requirements, and developing implementation plans
• Drives the team's engineering practices in development, continuous integration, and automated deployment
• Participates in and influences ongoing business planning and departmental prioritization activities
• Manages the complete product lifecycle from strategy and planning to development and go-to-market execution for AI/ML-based products
• Conducts market research and analyzes trends to identify opportunities for AI/ML product innovation and enhancement
• Determines features and functional specifications in collaboration with cross-functional teams
• Prepares product documentation and enables internal stakeholders (including sales and marketing) with the required product knowledge and technical expertise
• Aligns the Engagement Technology strategy with the enterprise AI strategy, guiding when to adopt existing AI capabilities versus when to build new ones
• Influences and contributes to overall corporate AI strategy and ensures AI development aligns to industry and corporate best practices and responsible guidelines
• Uses customer feedback and product performance data to evaluate current functionality and shape the direction of future releases
• Map and drive improvements across contact center and omnichannel communication workflows (email, SMS, chat, digital channels), leveraging AI/ML enabled capabilities to enhance customer experience, streamline operations, and deliver more intelligent, personalized interactions

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:

• Bachelor's degree in Computer Science, Engineering, Artificial Intelligence, or a related technical field required; Master's degree or MBA preferred
• 10+ years of experience in product management, technical project management, or AI/ML product leadership roles, including 5 years of experience managing AI/ML solutions, ideally in data-intensive or AI/ML-driven platforms
• 5+ years in AI/ML product lifecycle management, stakeholder engagement, market research, data-driven decision-making, and technical collaboration across engineering and data science teams
• 5+ years working with agile development methodologies, AI/ML frameworks (e.g., TensorFlow, PyTorch), and cloud platforms (e.g., AWS, Azure, GCP) is expected
• 2+ years of experience improving contact center or omnichannel communication ecosystems (email, SMS, chat, digital), including hands on work or prototyping with AI/ML methods such as intelligent routing, conversational AI, automation, or predictive engagement
• 2+ years of experience deploying AI/ML products or features into a production
• Deep understanding of the Data and AI platform landscape and emerging technologies
• Solid knowledge of how to leverage AI tools in a business setting

Preferred Qualifications:

• Experience with contact center platforms (Genesys, Five9, Twilio), agent assist, QA/interaction analytics, or knowledge/deflection
• Proven excellent stakeholder communication and the ability to influence across product, operations, engineering, InfoSec, and compliance
• Proven solid verbal and written communication, problem-solving, critical thinking, cross-functional collaboration, and organizational skills
• Proven ability to adapt quickly in a fast-paced environment, work with ambiguity, and lead products that are technically complex and strategically impactful

*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 $112,700 to $193,200 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.