Service Operations Designer, Care Delivery - AI & Product Office - Remote

UnitedHealth Group•Boston, MA

20d•$112,700 - $193,200•Remote

About The Position

The Service Operations Designer works in Optum Health’s AI & Product Office to design how care delivery and operations change when AI-enabled products are introduced. The role supports the Chief AI & Product Officer’s enterprise AI-enabled product strategy, Agenix solutions portfolio, and product capability agenda. It maps current care operations and designs future-state roles, workflows, handoffs, and operating decisions with the people who deliver care. The position is accountable for measurable operational value and for translating lessons from one market into service designs that other markets can adapt. The role is part of a small, cross-functional product team spanning product management, engineering, product design, service design, deployment, and clinical expertise. The team works alongside local market care teams to identify problems, design and build products, deploy them, and measure results. The Service Operations Designer spends time where care is delivered and uses AI tools to support observation, mapping, and synthesis. The position is remote within the U.S.; hires in the Minneapolis or Washington, D.C. area must work in the office at least four days per week. Remote employees must follow UnitedHealth Group’s Telecommuter Policy.

Requirements

At least 7 years of experience in operations, process improvement, or service design, including at least 3 years in the healthcare industry.
At least 2 years of recent experience (current or within the last 3 years) in a Care Delivery Organization, Home & Community Care, or hospital setting, designing AI-enabled products, services, and tools to improve care delivery for end users.
Experience working in a large, complex, matrixed organization.
Experience planning and facilitating Lean, kaizen, or similar improvement events with frontline teams.
Current experience using AI tools in one’s own work and having built and operated an agent, automation, or large language model tool, at work or as a personal project.
Ability to work as a senior individual contributor, owning complex problems end to end across functions.
Working proficiency with GitHub, AI coding and agent tools, and process-mapping and analytics tools.
Ability to work at both enterprise and single-market levels and determine which level should own a decision.
Business acumen, including defining operational measures, building baselines, and analyzing results using spreadsheets, SQL, or similar tools.
Strong writing skills; documenting decisions, findings, and disagreements is a core part of the work.
Ability to build relationships and earn trust with people at all organizational levels, including frontline staff, care team members, and operations leaders.
Ability to pass a drug test before beginning employment.

Nice To Haves

Bachelor’s degree in a related field; an advanced degree is welcome.
Training in service design or human-centered design methods.
Lean or Six Sigma certification.
Experience in care delivery, care coordination, patient access, scheduling, or practice operations.
Experience designing services across multiple sites or markets and adapting them to local differences.
Clinical or practice background, such as nursing, medical assisting, or practice management.

Responsibilities

Embed with local teams to shadow and map end-to-end care delivery across primary care, specialty, home and community, and virtual care, including handoffs, systems, and points where patients drop out.
Plan and facilitate kaizen events and working sessions with frontline staff, care team members, and managers to identify problems and design future-state workflows.
Document observations weekly so they can be reviewed, inform decisions, and be reused by the current and subsequent market teams.
Design service blueprints around products, including roles, workflows, scripts, handoffs, staffing, and policies affected by a product’s introduction.
Partner with product, design, and engineering teams to determine what the product and the operation should each do.
Work with market operations leaders, practice managers, and clinical leaders on operating decisions for new services, distinguishing market-level decisions from enterprise-level decisions.
Coordinate with finance, technology, data, security, legal, privacy, compliance, care teams, and other stakeholders to make service designs responsible, secure, and enterprise-ready.
Define operational measures, including access, time to care, and staff time, and establish baselines before launch.
Develop change management plans with the deployment manager so affected people understand each change’s purpose, impact, readiness requirements, and expected value.
Hand service designs to the deployment manager for go-live and remain involved through launch to ensure the delivered service reflects the design.
Document service designs so subsequent markets can adapt them to local operations.
Help market teams build AI fluency and use and build with AI safely.