Lead Technical Product Manager - Remote

UnitedHealth Group•Minneapolis, MN

2d•Remote

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 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.

Requirements

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

Nice To Haves

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

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