Lead Digital Product Manager - Advocate Desktop Applications

Optum is a global healthcare organization that uses technology to help people live healthier lives and improve health outcomes. The Lead Digital Product Manager will own the roadmap and backlog for advocate desktop applications, translating business and user needs into product requirements, prioritizing features, and partnering with Engineering, UX, and Contact Center Operations. The role also leads Agile delivery, coordinates user acceptance testing, tracks performance metrics, and drives AI-assisted process improvements and platform integrations.

Responsibilities:

• Own the product roadmap and backlog for advocate desktop applications used to manage chat and telephony interactions with consumers
• Translate advocate and business needs into clear requirements, user stories, and acceptance criteria
• Prioritize features and backlog items based on advocate impact, business value, feasibility, and delivery capacity
• Partner closely with Engineering, UX, and Contact Center Operations to deliver a seamless, unified agent experience
• Lead sprint planning and backlog refinement within an Agile team, and participate in agile ceremonies including demos and retrospectives
• Coordinate user acceptance testing (UAT) with advocates and business partners ahead of releases
• Track and report on contact center and product performance metrics; use insights to inform roadmap priorities
• Identify and drive AI-assisted features and process improvements that reduce tool-switching and streamline advocate workflows
• Partner with contact center platform teams (e.g., Amazon Connect, Genesys, NICE) to ensure advocate tools integrate effectively with underlying telephony and chat infrastructure
• Collaborate with CRM/case management system owners to ensure seamless cross-platform integration for advocates
• Communicate roadmap, priorities, and progress clearly to stakeholders and leadership
• Proactively identify risks and barriers to delivery and present fact-based options to maintain timelines and quality
• Ensure solutions align with healthcare, insurance, and other regulatory requirements applicable to advocate-facing tools
• Perform other duties as assigned

Requirements:

• 5+ years of product management/product owner or related experience
• Experience with contact center, agent-facing applications
• Grasp of contact center metrics and Agile/Scrum delivery
• Familiarity with CRM/case management systems and cross-platform integrations
• Experience with Amazon Connect or other cloud-based contact center platform technology
• Background in healthcare, insurance, or other regulated consumer services
• Excellent communication and stakeholder management skills