Note: The job is a remote job and is open to candidates in USA. UnitedHealth Group is a global leader in health care innovation, and they are seeking a Director of Technical Product Management to join their Conversational AI team. This role will lead strategic initiatives focused on call obviation and avoidance, managing the product lifecycle and collaborating with various teams to enhance automated customer experience solutions.
Responsibilities
- Manage the full product lifecycle from definition and planning through production, release, and end of life for Conversational AI initiatives
- Design and deploy AI-powered solutions to address complex business challenges with emphasis on responsible use of AI
- Use enterprise-approved AI tools to streamline workflows, automate tasks, and drive continuous improvement
- Evaluate emerging trends to inform solution design and strategic innovation
- Drive strategy, design, development, and delivery of call avoidance features across voice and chat channels to optimize customer experience and reduce friction
- Leverage market insights, customer feedback, and data analytics to adjust product offerings and capture new strategic opportunities
- Hands-on configure, evaluate, and test conversational tools and NLP-powered technologies to provide guidance on product requirements and validate feature performance
- Partner with cross-functional stakeholders including design, engineering, scrum teams, and business leaders, functioning as a technical expert fluent in modern development concepts
- Delivering product performance against strategic goals, including operational metrics, CSAT, call deflection rates, and financial/P&L performance
Skills
- 8+ years of technical product management experience managing the full lifecycle of enterprise technology products
- 5+ years of experience working with Conversational AI, Interactive Voice Response (IVR), digital chatbots, virtual assistants, NLP, or contact center technologies
- 4+ years of experience working directly with engineering and scrum teams in an agile software development environment
- 3+ years of experience with technical performance metrics, roadmap execution, and product/operational metrics tracking
- 3+ years of hands-on experience configuring, evaluating, testing, or shaping conversational interfaces or NLP systems
- Bachelor's or Master's degree in Computer Science, Engineering, or a related technical discipline
- Experience working with cloud contact center and conversational AI platforms such as Amazon Connect, Amazon Lex, or Google Dialogflow
- Experience managing call obviation or call avoidance initiatives in a large-scale healthcare, retail, or finance customer experience organization
- Solid understanding of conversational flow design, voice user interface (VUI) principles, and user experience (UX) best practices for chat and voice
- Demonstrated ability to build relationships, influence senior leaders, and lead cross-functional development groups
- Proven solid analytical and problem-solving skills with a track record of data-driven decision-making
Benefits
- A comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution (all benefits are subject to eligibility requirements)
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