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. Optum Consumer Experience and Digital Product focuses on delivering exceptional digital experiences and building capabilities that enhance consumer satisfaction, engagement and loyalty across various digital touchpoints. Our team is dedicated to leveraging technology, data and design to create seamless, intuitive and accessible experiences that meet consumer needs and preferences. We strive to drive innovation, continuous improvement and excellence in consumer experiences. As a Senior Manager, Virtual Agent Product Management, you will lead the strategy, development, and optimization of our AI/ML-powered virtual assistant experiences. In this individual contributor role, you will collaborate with business partners to identify top volume drivers and leverage research and data to make informed decisions. Your responsibilities will include developing strategic digital product roadmaps, aligning both quantitative and qualitative success metrics, and ensuring cross-functional alignment across product, business, and delivery teams. You will drive consumer-facing conversational experiences that deliver real value, reduce friction, and enhance self-service engagement across digital channels. Partnering closely with design, engineering, data science, and business stakeholders, you will shape the future of how our virtual agent supports millions of users. The ideal candidate is passionate about human-centered AI, has strong digital product management experience, and thrives in a fast-paced, cross-functional environment. You'll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.
Responsibilities
- Define and drive the strategic vision for digital products focusing on the performance of our AI/ML-powered virtual agent platform, aligned with business goals and user needs
- Prioritize features and enhancements based on user research, market analysis, and business objectives
- Develop and maintain product roadmaps, communicating priorities and timelines to stakeholders
- Work closely with stakeholders to gather and document product requirements, user stories, and acceptance criteria
- Collaborate with design, engineering, marketing, and other AI/ML teams to ensure successful execution of product initiatives
- Ensure virtual agent capabilities are scalable, inclusive and aligned with broader digital product strategies
- Define and track key performance indicators (KPIs) to measure the success of our digital products, iterating based on data-driven insights
- Stay informed about market trends, competitor products, and industry best practices, identifying opportunities for innovation and differentiation
- Communicate product updates, milestones, and challenges to stakeholders, fostering transparency and alignment
- Support governance, testing and compliance processes for responsible AI use
Requirements
- 8+ years of experience in digital product management
- 3+ years of experience focused on AI/ML, virtual agents or conversational platforms and proven success in launching and scaling digital products in a matrixed, enterprise environment
- Demonstrated understanding of natural language processing (NLP), machine learning concepts and conversational UI/UX best practices
- Exceptional communication and collaboration skills, with the ability to work effectively with cross-functional teams and stakeholders
- Analytical mindset with experience using experimentation and data to drive decisions
- Proven problem-solving skills, with the ability to navigate complex challenges and find innovative solutions
- Proven ability to manage multiple priorities and thrive in a fast-paced, dynamic environment
Nice-to-haves
- Experience with consumer-focused designs
- Foundational understanding of contact center channel technology
Benefits
- Comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution
