Lead Technical Product Manager - Remote

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.

Engagement Technology's mission is to power meaningful, timely, and personalized member interactions across all touchpoints, enabling better experiences and stronger relationships. Our charter is to unify customer data, orchestrate intelligent journeys, and deliver capabilities that elevate how members engage with our products and services.

The Engagement Tech team brings together product, engineering, data, and architecture disciplines to build scalable platforms that support omnichannel communication, real time decisioning, and continuous experience improvement. We partner closely with business and technology stakeholders to drive platforms that are resilient, modern, and member focused.

The Lead Technical Product Manager for the Call Center Transformation initiative will own the technology roadmap, platform capabilities, and execution strategy that modernize our contact center ecosystem. This role will define and deliver next generation tools, integrations, and data-driven experiences that empower agents, streamline operations, and drive exceptional member outcomes.

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

• Leads product management activities for multiple products, or one strategic product, with cross-divisional impact. Drives the design and continuous improvement of AI/ML technical solutions
• Influences and collaborates with cross-functional teams to create best practices that drive significant change to the client experience. Ensures business outcomes are linked to business case drivers
• Provides guidance to technical product and engineering teams, helping them adopt effective AI/ML practices and insights. Oversees product teams' support of the messaging, communication, and customer outreach as necessary
• Facilitates strong business support through working with team members to promote a consistent approach to decisions/impacts and client propositions. Drives connection across all appropriate internal and external stakeholders
• Leads the planning, development, and implementation of new AI/ML technical products with cross-divisional impact. Defines and analyzes AI/ML markets, developing detailed product features and requirements, and developing implementation plans
• Drives the team's engineering practices in development, continuous integration, and automated deployment
• Participates in and influences ongoing business planning and departmental prioritization activities
• Manages the complete product lifecycle from strategy and planning to development and go-to-market execution for AI/ML-based products
• Conducts market research and analyzes trends to identify opportunities for AI/ML product innovation and enhancement
• Determines features and functional specifications in collaboration with cross-functional teams
• Prepares product documentation and enables internal stakeholders (including sales and marketing) with the required product knowledge and technical expertise
• Aligns the Engagement Technology strategy with the enterprise AI strategy, guiding when to adopt existing AI capabilities versus when to build new ones
• Influences and contributes to overall corporate AI strategy and ensures AI development aligns to industry and corporate best practices and responsible guidelines
• Uses customer feedback and product performance data to evaluate current functionality and shape the direction of future releases
• Map and drive improvements across contact center and omnichannel communication workflows (email, SMS, chat, digital channels), leveraging AI/ML…