Optum
Director Software Engineering - Hybrid in MN or Remote
Optum, Eden Prairie, Minnesota, United States, 55344
Director Software Engineering – Hybrid in MN or 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. You will find talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as we advance health equity on a global scale.
We are seeking a visionary and strategic leader to drive the enterprise‑wide call center self‑service transformation. This role will serve as a thought leader in self‑service enablement, leveraging AI and automation to deliver scalable, value‑driven solutions. You will partner closely with business stakeholders to understand the vision and translate it into actionable development roadmaps. You will operate in a matrixed environment, guiding cross‑functional development teams to deliver impactful outcomes.
You’ll enjoy the flexibility to work remotely from anywhere within the U.S. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.
Primary Responsibilities
Strategic Leadership & Vision
Serve as the enterprise thought leader for call center self‑service strategy, championing a culture of digital enablement and user empowerment.
Define and evolve the self‑service vision, aligning with enterprise goals and customer experience priorities.
AI‑Driven Innovation
Identify and implement AI and automation opportunities to enhance call center self‑service capabilities across platforms.
Collaborate with data science and engineering teams to integrate intelligent solutions into self‑service offerings.
Business Engagement & Value Discovery
Translate business needs into clear value propositions and prioritize initiatives based on strategic alignment.
Roadmap Development & Execution
Develop and maintain a dynamic, value‑driven self‑service roadmap.
Oversee execution through a dotted‑line matrix of development teams, ensuring timely delivery and measurable impact.
Training & Enablement
Develop AI‑assisted training content for data product owners, including interactive guides and smart documentation.
Stakeholder Engagement
Coordinate meetings, transitions, and onboarding using AI to track tasks, surface blockers, and optimize collaboration.
Required Qualifications
Undergraduate degree.
10+ years of experience in self‑service transformation or enterprise technology leadership within a contact center.
Experience influencing or managing cross‑functional teams in a matrixed environment.
Proven track record of leading self‑service or automation initiatives at scale.
Solid understanding of AI/ML applications.
Exceptional stakeholder engagement and communication skills.
Preferred Qualifications
Experience leading a matrix‑driven organization.
Experience with AWS Connect.
Experience with Genesys on‑premise contact center.
Proven knowledge of Java or Python.
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Compensation & Benefits Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. The salary for this role will range from $132,200 to $226,600 annually based on full‑time employment. In addition to your salary, we offer benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401(k) contribution (subject to eligibility requirements). We comply with all minimum wage laws as applicable.
Application Deadline This posting will be available for a minimum of 2 business days or until a sufficient candidate pool is collected. The job posting may close early due to volume of applicants.
Equal Opportunity Statement At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone of every race, gender, sexuality, age, location, and income deserves the opportunity to live their healthiest life. We are committed to mitigating our impact on the environment and delivering equitable care that addresses health disparities and improves health outcomes.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug‑free workplace. Candidates are required to pass a drug test before beginning employment.
We encourage referrals as they increase your chances of interviewing at Optum by 2x.
#J-18808-Ljbffr
We are seeking a visionary and strategic leader to drive the enterprise‑wide call center self‑service transformation. This role will serve as a thought leader in self‑service enablement, leveraging AI and automation to deliver scalable, value‑driven solutions. You will partner closely with business stakeholders to understand the vision and translate it into actionable development roadmaps. You will operate in a matrixed environment, guiding cross‑functional development teams to deliver impactful outcomes.
You’ll enjoy the flexibility to work remotely from anywhere within the U.S. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.
Primary Responsibilities
Strategic Leadership & Vision
Serve as the enterprise thought leader for call center self‑service strategy, championing a culture of digital enablement and user empowerment.
Define and evolve the self‑service vision, aligning with enterprise goals and customer experience priorities.
AI‑Driven Innovation
Identify and implement AI and automation opportunities to enhance call center self‑service capabilities across platforms.
Collaborate with data science and engineering teams to integrate intelligent solutions into self‑service offerings.
Business Engagement & Value Discovery
Translate business needs into clear value propositions and prioritize initiatives based on strategic alignment.
Roadmap Development & Execution
Develop and maintain a dynamic, value‑driven self‑service roadmap.
Oversee execution through a dotted‑line matrix of development teams, ensuring timely delivery and measurable impact.
Training & Enablement
Develop AI‑assisted training content for data product owners, including interactive guides and smart documentation.
Stakeholder Engagement
Coordinate meetings, transitions, and onboarding using AI to track tasks, surface blockers, and optimize collaboration.
Required Qualifications
Undergraduate degree.
10+ years of experience in self‑service transformation or enterprise technology leadership within a contact center.
Experience influencing or managing cross‑functional teams in a matrixed environment.
Proven track record of leading self‑service or automation initiatives at scale.
Solid understanding of AI/ML applications.
Exceptional stakeholder engagement and communication skills.
Preferred Qualifications
Experience leading a matrix‑driven organization.
Experience with AWS Connect.
Experience with Genesys on‑premise contact center.
Proven knowledge of Java or Python.
All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Compensation & Benefits Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. The salary for this role will range from $132,200 to $226,600 annually based on full‑time employment. In addition to your salary, we offer benefits such as a comprehensive benefits package, incentive and recognition programs, equity stock purchase, and 401(k) contribution (subject to eligibility requirements). We comply with all minimum wage laws as applicable.
Application Deadline This posting will be available for a minimum of 2 business days or until a sufficient candidate pool is collected. The job posting may close early due to volume of applicants.
Equal Opportunity Statement At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone of every race, gender, sexuality, age, location, and income deserves the opportunity to live their healthiest life. We are committed to mitigating our impact on the environment and delivering equitable care that addresses health disparities and improves health outcomes.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.
UnitedHealth Group is a drug‑free workplace. Candidates are required to pass a drug test before beginning employment.
We encourage referrals as they increase your chances of interviewing at Optum by 2x.
#J-18808-Ljbffr