Sr. Product Manager - Advocate Assist - Remote

Sr. Product Manager, Advocate Experience

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.

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% 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.

You'll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.

• 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

• 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

You'll be rewarded and recognized for your performance in an environment that will…