Director Software Engineering - Hybrid in MN or Remote

UnitedHealth Group•Eden Prairie, MN

5d•Hybrid

About The Position

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 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. We are seeking a visionary and strategic leader to drive the enterprise-wide call center self-service transformation. This role will serve as a thought leader in self-service enablement, leveraging AI and automation to deliver scalable, value-driven solutions. The ideal candidate will partner closely with business stakeholders to understand vision and translate them into actionable development roadmaps. This leader will operate in a matrixed environment, guiding cross-functional development teams to deliver impactful outcomes. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

Requirements

Undergraduate degree
10+ years of experience in self-service transformation or enterprise technology leadership within a contact center
Experience influencing or managing cross-functional teams in a matrixed environment
Proven track record of leading self-service or automation initiatives at scale
Solid understanding of AI/ML applications
Exceptional stakeholder engagement and communication skills

Nice To Haves

Experience leading a matrix driven organization
AWS connect
Genesys on Prem Contact Center
Proven knowledge on technology such as Java or Python

Responsibilities

Serve as the enterprise thought leader for Call Center self-service strategy, championing a culture of digital enablement and user empowerment
Define and evolve the self-service vision, aligning with enterprise goals and customer experience priorities
Identify and implement AI and automation opportunities to enhance Call Center self-service capabilities across platforms
Collaborate with data science and engineering teams to integrate intelligent solutions into self-service offerings
Translate business needs into clear value propositions and prioritize initiatives based strategic alignment
Develop and maintain a dynamic, value-driven self-service roadmap
Oversee execution through a dotted-line matrix of development teams, ensuring timely delivery and measurable impact
Develop AI-assisted training content for data product owners, including interactive guides and smart documentation
Coordinate meetings, transitions, and onboarding using AI to track tasks, surface blockers, and optimize collaboration