Director, Technical Product Management - Hybrid in Chicago IL, Minneapolis MN, DC or Remote
About The Position
Optum Tech is a global leader in health care innovation. Our teams develop cutting-edge solutions that help people live healthier lives and help make the health system work better for everyone. From advanced data analytics and AI to cybersecurity, we use innovative approaches to solve some of health care’s most complex challenges. Your contributions here have the potential to change lives. Ready to build the next breakthrough? Join us to start Caring. Connecting. Growing together. We are seeking a Director of Technical Product Management to join our Conversational AI team. In this role, you will lead high-impact strategic initiatives focused on call obviation and call avoidance across our digital voice and chat channels. You will drive the product lifecycle from initial planning and definition through delivery, managing the technical product roadmap, strategy, and business outcomes. This role acts as a critical technical expert and liaison, partnering closely with design, engineering, data science, and scrum teams to shape feature requirements and execute on next-generation automated customer experience solutions utilizing cloud contact center and AI platforms such as Amazon Connect, Amazon Lex, and Google Dialogflow. To succeed, you must bring a solid technical aptitude combined with deep subject matter expertise in conversational technology. You will be expected to hands-on leverage AI tools and technologies to guide requirements, execute testing, and streamline product features, delivering best-in-class automated interactions for our members. This position follows a hybrid schedule with four in-office days per week.
Requirements
- 8+ years of technical product management experience managing the full lifecycle of enterprise technology products
- 5+ years of experience working with Conversational AI, Interactive Voice Response (IVR), digital chatbots, virtual assistants, NLP, or contact center technologies
- 4+ years of experience working directly with engineering and scrum teams in an agile software development environment
- 3+ years of experience with technical performance metrics, roadmap execution, and product/operational metrics tracking
- 3+ years of hands-on experience configuring, evaluating, testing, or shaping conversational interfaces or NLP systems
Nice To Haves
- Bachelor's or Master's degree in Computer Science, Engineering, or a related technical discipline
- Experience working with cloud contact center and conversational AI platforms such as Amazon Connect, Amazon Lex, or Google Dialogflow
- Experience managing call obviation or call avoidance initiatives in a large-scale healthcare, retail, or finance customer experience organization
- Solid understanding of conversational flow design, voice user interface (VUI) principles, and user experience (UX) best practices for chat and voice
- Demonstrated ability to build relationships, influence senior leaders, and lead cross-functional development groups
- Proven solid analytical and problem-solving skills with a track record of data-driven decision-making
Responsibilities
- Manage the full product lifecycle from definition and planning through production, release, and end of life for Conversational AI initiatives
- Design and deploy AI-powered solutions to address complex business challenges with emphasis on responsible use of AI
- Use enterprise-approved AI tools to streamline workflows, automate tasks, and drive continuous improvement
- Evaluate emerging trends to inform solution design and strategic innovation
- Drive strategy, design, development, and delivery of call avoidance features across voice and chat channels to optimize customer experience and reduce friction
- Leverage market insights, customer feedback, and data analytics to adjust product offerings and capture new strategic opportunities
- Hands-on configure, evaluate, and test conversational tools and NLP-powered technologies to provide guidance on product requirements and validate feature performance
- Partner with cross-functional stakeholders including design, engineering, scrum teams, and business leaders, functioning as a technical expert fluent in modern development concepts
- Delivering product performance against strategic goals, including operational metrics, CSAT, call deflection rates, and financial/P&L performance
Benefits
- a comprehensive benefits package
- incentive and recognition programs
- equity stock purchase
- 401k contribution
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
