Optum is seeking a visionary and strategic leader to drive the enterprise-wide call center self-service transformation, leveraging AI and automation to deliver scalable, value-driven solutions and improve health outcomes
Requirements
- Solid understanding of AI/ML applications
- Experience with AWS connect
- Experience with Genesys on Prem Contact Center
- Proven knowledge on technology such as Java or Python
- Experience influencing or managing cross-functional teams in a matrixed environment
- Proven track record of leading self-service or automation initiatives at scale
- Experience leading a matrix driven organization
Responsibilities
- Serve as the enterprise thought leader for Call Center self-service strategy, championing a culture of digital enablement and user empowerment
- 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
- 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
Other
- Undergraduate degree
- 10+ years of experience in self-service transformation or enterprise technology leadership within a contact center
- Exceptional stakeholder engagement and communication skills
- Ability to work remotely from anywhere within the U.S. with a minimum of four days per week in the office for Minneapolis or Washington, D.C. area hires
- Adherence to UnitedHealth Group's Telecommuter Policy
