Associate Director, Conversational AI Design - Remote

UnitedHealth Group•Minnetonka, 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. As an Associate Director of Conversational AI Design, you will lead a talented team of designers shaping the future of human-AI interaction. In this role, you’ll own a diverse portfolio and partner closely with product and engineering teams to push the boundaries of AI experiences that deliver meaningful value. You'll be responsible for the delivery and design excellence across conversational experiences by coaching your team on evolving AI processes, standards and business goals. You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

Requirements

6+ years of hands-on experience designing highly complex chat and voice conversational experiences
1+ years of building, maintaining and strengthening direct report teams with reliable and consistent high performance
Experience leading a design portfolio, including managing the delivery roadmap and long-term vision
Digital portfolio or work samples of relevant AI/conversational projects (to be submitted with application and presented in the hiring process)
Proven ability to influence leadership and stakeholders through communication and content
Proven to be highly skilled at driving team clarity in ambiguous, fast-paced environments to ensure consistency across voice, tone and brand standards
Demonstrated ability leading AI-driven experiences including knowledge of LLMs, bot platforms and prompt engineering best practices
Comfort and ability to travel occasionally to UHC worksites

Nice To Haves

Experience leading teams through transformation, such as adoption of new AI tools, processes or AI augmented workflows
Experience defining and maintaining enterprise-level scalable frameworks and conversational design patterns
Experience utilizing AI frameworks to evaluate conversation performance for continuous improvement
Experience working in a clinical, healthcare or health insurance setting
Knowledge of ethical AI standards including bias, fairness and transparency

Responsibilities

Collaborate with senior stakeholders and cross-functional leaders to advocate for AI design excellence and align on priorities
Establish processes to measure conversation effectiveness, identify opportunities for improvement and quantify business impact
Deliver effective, short-term solutions with strategic foresight to push for long-term, industry-leading experiences
Manage and mentor a high-performing team of AI designers, fostering a culture of career growth and delivery excellence
Implement structured mentoring and capacity planning to strengthen organization design impact
Guide the team through ambiguity, ensuring clarity, alignment and effective execution across initiatives
Attracts and mentors junior employees to contribute to retention and development
Establish and maintain conversational AI design standards to ensure consistency and quality
Influence and define AI tooling solutions, scalable design processes and prompt engineering best practices to improve quality and efficiency