Director Software Engineering - Hybrid In MN Or Remote

Enterprise Call Center Self-Service Transformation Leader

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 talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

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. The ideal candidate will partner closely with business stakeholders to understand vision and translate them into actionable development roadmaps. This leader 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. as you take on some tough challenges. 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 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

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:

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

AWS connect

Genesys on Prem Contact Center

Proven knowledge on technology such as Java or Python

*All employees working remotely will be required to adhere to UnitedHealth 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 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $132,200 to $226,600 annually based on full-time employment. We comply with all minimum wage laws as applicable.

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.

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, or 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.