Director, Technical Product Management - Hybrid in Chicago IL, Minneapolis MN, DC or Remote

Optum is a global leader in health care innovation, developing cutting-edge solutions to improve health systems. The Director of Technical Product Management will lead strategic initiatives in Conversational AI, managing the product lifecycle and collaborating with cross-functional teams to enhance customer experience through AI-driven 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

Requirements:

• 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