Sr. Product Manager - Advocate Assist - Remote

UnitedHealth Group•Minnetonka, MN

1d•$112,700 - $193,200•Remote

About The Position

The experience in healthcare can be complicated and hard to navigate, making what can already be a challenging time that much harder for Consumers and the operational teams supporting them. In an industry littered with competing and disconnected products, our Advocates play an important role to support our Consumers throughout their health care journey. This Sr. Product Manager role is aligned to the Advocate Experience focusing on the operational processes and digital tool that enable our service and employee experience. The Advocate Experience journey exists to create the best employee experience to empower our operational teams to serve our Consumers in a timely manner with ease, accuracy, and compassion. This role is responsible for using Product Management best practices to set the vision for and execute a simplified omni-channel operational experience for our Advocates. An experience that delivers on the United Health Group mission, of helping members live healthier lives and making the health system work better for everyone. The Advocate Assist Sr. Product Manager owns how Generative AI–powered answers, guidance, and signals are delivered to Advocates to support accurate, compliant, and confident resolution of complex member inquiries. This role is accountable for ensuring AI enabled answers within Advocate Assist are operationally effective, trusted by Advocates, compliant with policy, and adopted at scale with a specific focus on making data driven decisions to expand Assist question support to 90%25 of all questions by the end of 2027. The Sr. Product Manager serves as the connective tissue between AI capabilities, operational workflows, SMEs, and advocate experience, translating core answers into advocate ready experiences that drive quality, efficiency, and confidence during live interactions.

Requirements

6+ years of product management experience, including ownership of complex, workflow driven tools
2+ years Experience working with Generative AI, decision support, or intelligent automation tools
Experience delivering digital or platform products in large, matrixed organizations
Proven ability to translate business and operational needs into scalable product solutions
Solid analytical skills and experience using metrics and feedback to drive outcomes
Solid ability to operate at the intersection of AI, operations, and user experience
Comfort working with ambiguity, evolving AI capabilities, and complex domain knowledge
Excellent collaboration and influence skills across business, clinical, and technology partners
Clear, structured communicator able to translate complexity into actionable direction
Quality first mindset with a bias toward advocate trust and operational excellence
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

Nice To Haves

Healthcare experience, particularly in Claims, Pharmacy/Rx, or Contact Center operations
Familiarity with quality evaluation, governance, or risk management for AI enabled products
Experience scaling products from pilot to enterprise adoption

Responsibilities

Translate AI generated actions and answers into clear, advocate ready experiences, including explanations, guardrails, confidence signals, and next best step guidance
Ensure answers are delivered in a way that is usable in the moment, aligned to how Advocates think, speak, and resolve issues
Partner closely with design and engineering to embed AI assistance seamlessly into Advocate workflows and CRM experiences
Own ground truth and evaluation workflows to validate answer accuracy, consistency, and appropriateness for Rx and Claims scenarios
Define and maintain quality standards for AI enabled answers, including correctness, completeness, and clarity
Partner with clinical, pharmacy, and claims SMEs to validate correctness, policy alignment, and regulatory compliance
Actively manage risk by ensuring uncertainty, limitations, or missing information are surfaced clearly to Advocates
Support UAT, rollout readiness, and scale planning for new Rx and Claims capabilities within Advocate Assist
Partner with operations, training, and change teams to ensure Advocates are prepared to use AI enabled tools effectively
Monitor post deployment performance, quality signals, and adoption metrics to identify gaps and improvement opportunities
Capture Advocate feedback (explicit and implicit) and translate insights into actionable product improvements
Feed learnings back into the Enriched Answers and Advocate Assist backlog, prioritizing work that improves trust, usability, and resolution outcomes
Use data, advocate behavior, and operational metrics to continuously refine AI enabled experiences
Serve as the product point of contact for Rx or Claims expansion within Advocate Assist
Partner across product, engineering, data science, operations, compliance, and governance teams to deliver outcomes at scale
Communicate clearly with stakeholders on readiness, risks, dependencies, and value delivery