Sr. Manager, Customer Engagement - Remote

Optum Tech is a global leader in health care innovation. Our teams develop cutting-edge solutions that help people live healthier lives and help make the health system work better for everyone. From advanced data analytics and AI to cybersecurity, we use innovative approaches to solve some of health care's most complex challenges. Your contributions here have the potential to change lives.

Ready to build the next breakthrough? Join us to start Caring. Connecting. Growing together.

The Sr. Manager - Customer Engagement leads a global team responsible for managing business relationships, escalation governance, and engagement across IT Support Services (ITSS) for US and international OGA operations. This role acts as a critical bridge between business stakeholders and technology teams, ensuring seamless service delivery, proactive engagement, and adoption of ITSS capabilities to improve employee experience and operational outcomes.

Drives global customer engagement, escalation governance, and business-IT alignment to enable proactive service delivery and improved employee experience across ITSS.

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

Primary Responsibilities:

* Customer Engagement & Governance

* Establish and operationalize a structured engagement model across US and international business partners, including defined cadence, governance, and accountability frameworks

* Build and maintain solid relationships with business POCs, acting as the single point of contact for ITSS engagement and service alignment

* Drive Voice of Customer (VoC) integration, translating feedback into actionable improvements for ITSS services and capabilities

* Escalation & Incident Management

* Lead end-to-end escalation management, ensuring prioritization based on business impact and timely resolution of high-severity incidents

* Identifies and implements proactive escalation strategies by leveraging data insights and business feedback to anticipate risks, streamline response mechanisms, and prevent issue recurrence

* Ensure closed-loop resolution, including root cause analysis, communication, and prevention of repeat issues

* Business-IT Alignment & Change Enablement

* Act as a bridge between business and IT, translating operational needs into technology priorities and ensuring solution alignment

* Partner with Tech Experience and product teams to socialize new technologies and drive adoption across business units

* Leverage data-driven insights (CSAT, incident trends, usage metrics) to influence prioritization and continuous improvement

* Global Team Leadership

* Lead and develop a distributed team across onshore (US) and offshore (Philippines) locations, ensuring alignment on goals, processes, and service delivery

* Establish a high-performance culture centered on accountability, responsiveness, and customer-centricity

* Provide leadership during peak periods and major incidents, ensuring team readiness and operational resilience

Kep Priorities:

* Stand up and scale a standardized customer engagement and escalation governance model globally

* Strengthen business partnerships across US and OGA operations to ensure alignment on priorities and outcomes

* Improve adoption of ITSS tools and self-service capabilities to reduce demand and improve experience

* Shift from reactive escalation management to proactive, insight-led engagement

Success Measures

* Operational

* Reduction in escalations and faster resolution times through structured management

* Increased adoption of ITSS capabilities driving improvements in CSAT, deflection, and efficiency

* Solid alignment between business and IT, especially during high-severity events

* People & Leadership

* High-performing, globally aligned team with clear ownership and accountability

* Solid credibility and trust with business and technology stakeholders

* Recognition as a strategic partner enabling business outcomes, not just an escalation function

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

* Deep experience in incident/escalation management and IT service operations (ITSM)

* Proven solid stakeholder management and executive communication skills

* Proven ability to lead global, distributed teams

* Proven ability to drive change adoption and influence without authority

* Proven data-driven mindset with focus on continuous improvement and customer experience

* All employees working remotely will be required to adhere to United Health Group's Telecommuter Policy

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and…