Director, Sales AI Transformation Digital & Agent Product Manager

Improve the lives of others while Caring. Connecting. Growing together.

Job Description - Director, Sales AI Transformation Digital & Agent Experience Product Manager (2382681)

At United Healthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

The Director, AI Transformation, Medicare Sales Digital & Technology Experience will lead the transformation and delivery of a core suite of established and emerging AI products across the Medicare shopping and sales ecosystem. The role will connect experiences serving consumers, field agents, external distribution partners, internal telesales representatives, and Producer Help Desk teams into a cohesive, intelligent product portfolio.

This leader will shape how AI capabilities share trusted knowledge, apply persona-specific context and skills, preserve journey state, and support seamless transitions from one channel or tool to another. The goal is a simpler shopping experience that reduces repeated work, accelerates answers, improves consistency, and enables timely next‑best‑action recommendations while retaining appropriate human judgment and control.

This is not an innovation lab role. It is an enterprise product transformation and delivery role accountable for moving a portfolio of AI‑enabled experiences from fragmented capabilities toward a unified, scalable operating model. The successful candidate will combine modern digital product leadership, technical fluency, engineering partnership, and user‑first experience judgment with a bias toward shipping, measurement, and continuous improvement.

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

• Define and execute a unified product strategy for AI‑enabled Medicare shopping, sales, agent, partner, and support experiences
• Own the integrated portfolio vision, product principles, sequencing, dependencies, and measurable outcomes across digital direct‑to‑consumer, Jarvis, eAlliance, telesales desktop, and broker‑help desk experiences
• Translate business strategy, user needs, technology capabilities, and market signals into a clear multi‑year transformation roadmap and near‑term delivery priorities
• Rationalize overlapping capabilities, reduce duplicated solutions, and identify where shared platform services should replace channel‑specific implementations
• Establish clear portfolio governance, decision rights, investment recommendations, and executive communications

• Own the product strategy for AI Voice and conversational IVR capabilities that support Medicare education, guided decision support, intent capture, navigation, and appropriate routing
• Ensure relevant shopper progress, preferences, questions, and completed steps can be made available to the receiving telesales workflow, subject to consent, privacy, security, and platform constraints
• Define experiences in which an AI voice assistant can educate or guide a shopper, collect approved information, resolve appropriate needs, or transition the interaction to a licensed human agent
• Create clear escalation, opt‑out, authentication, consent, disclosure, and recovery patterns so users understand when they are interacting with AI and can reach a person when needed
• Partner with contact center, telephony, Amazon Connect, CRM, digital, data, architecture, and operations teams to align call routing, journey…