Director, Sales AI Transformation Digital & Agent Experience Product Manager

Job description

Improve the lives of others while Caring. Connecting. Growing together.

Job Description - Director, Sales AI Transformation Digital & Agent Experience Product Manager )

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and optimized. Ready to make a difference? Join us to start Caring. Connecting. Growing together.

The Director, AI Transformation, Medicare Sales Digital & Technology Experience will lead the transformation and delivery of a core suite of established and emerging AI products across the Medicare shopping and sales ecosystem. The role will connect experiences serving consumers, field agents, external distribution partners, internal telesales representatives, and Producer Help Desk teams into a cohesive, intelligent product portfolio.

This leader will shape how AI capabilities share trusted knowledge, apply persona-specific context and skills, preserve journey state, and support seamless transitions from one channel or tool to another. The goal is a simpler shopping experience that reduces repeated work, accelerates answers, improves consistency, and enables timely next‑best‑action recommendations while retaining appropriate human judgment and control.

This is not an innovation lab role. It is an enterprise product transformation and delivery role accountable for moving a portfolio of AI‑enabled experiences from fragmented capabilities toward a unified, scalable operating model. The successful candidate will combine modern digital product leadership, technical fluency, engineering partnership, and user‑first experience judgment with a bias toward shipping, measurement, and continuous improvement.

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

Define and execute a unified product strategy for AI‑enabled Medicare shopping, sales, agent, partner, and support experiences

Own the integrated portfolio vision, product principles, sequencing, dependencies, and measurable outcomes across digital direct‑to‑consumer, Jarvis, eAlliance, telesales desktop, and broker‑help desk experiences

Translate business strategy, user needs, technology capabilities, and market signals into a clear multi‑year transformation roadmap and near‑term delivery priorities

Rationalize overlapping capabilities, reduce duplicated solutions, and identify where shared platform services should replace channel‑specific implementations

Establish clear portfolio governance, decision rights, investment recommendations, and executive communications

AI Voice, IVR & Human Connection Experience

Own the product strategy for AI Voice and conversational IVR capabilities that support Medicare education, guided decision support, intent capture, navigation, and appropriate routing

Ensure relevant shopper progress, preferences, questions, and completed steps can be made available to the receiving telesales workflow, subject to consent, privacy, security, and platform constraints

Define experiences in which an AI voice assistant can educate or guide a shopper, collect approved information, resolve appropriate needs, or transition the interaction to a licensed human agent

Create clear escalation, opt‑out, authentication, consent, disclosure, and recovery patterns so users understand when they are interacting with AI and can reach a person when needed

Partner with contact center, telephony, Amazon Connect, CRM, digital, data, architecture, and operations teams to align call routing, journey context, agent desktop integration, and service reliability

Apply conversational design, speech recognition, natural language understanding, voice user‑interface, latency, accessibility, and call‑quality considerations to product decisions

Measure containment or completion only alongside customer understanding, successful routing, handoff quality, agent readiness, compliance, and overall journey outcomes

Connected Shopping Journey & Experience Transformation

Create a coherent end‑to‑end experience that allows consumers and sales professionals to move across digital, agent‑assisted, partner, and service touchpoints without unnecessary loss of context or repeated data entry

Define cross‑channel journey patterns for education, needs capture, provider and prescription inputs, plan comparison, assistance, enrollment, follow‑up, and servicing transitions

Ensure each experience applies the right persona, permissions, language, context, skills, and workflow for the user while drawing from a common intelligence foundation

Partner with experience design and research leaders to continuously observe users, identify friction, validate improvements, and protect simplicity as the ecosystem grows

Champion human‑centered experiences that make AI helpful, explainable, accessible, and easy to recover from when confidence is low or human support is needed

Shared Knowledge, Skills & AI Orchestration

Lead the evolution of common knowledge services and reusable AI skills that deliver consistent, current, and governed answers across channels

Define how persona‑specific context, journey state, business rules, permissions, and interaction history are applied without creating separate intelligence stacks for every tool

Guide orchestration patterns that support intent recognition, retrieval, task completion, next‑best‑action recommendations, and handoffs between AI and human‑assisted experiences

Create product requirements for context continuity and interoperability so relevant information can follow the journey across approved systems and channels

Partner with data, architecture, AI, compliance, and operations teams to establish feedback loops, evaluation methods, confidence thresholds, and human‑in‑the‑loop controls

Modern Product Delivery & Engineering Transformation

Introduce modern product and engineering practices that increase delivery speed, product quality, learning velocity, and accountability

Build durable partnerships with engineering, architecture, platform, data, design, research, and operations leaders, aligning teams around outcomes rather than isolated feature delivery

Use AI‑assisted software development tools and practices, including coding agents such as Claude Code and Codex, to improve discovery, implementation, testing, review, documentation, and release readiness where enterprise standards permit

Create clear product increments, acceptance criteria, evaluation plans, release gates, and observability requirements for AI‑enabled capabilities

Reduce handoff friction across business, product, design, engineering, and technology teams through shared artifacts, rapid decisioning, and transparent ownership

Coach teams toward smaller releases, faster feedback, automated quality practices, disciplined experimentation, and continuous delivery

Product Operations, Measurement & Optimization

Establish a common product operating system spanning intake, discovery, prioritization, roadmaps, delivery, release, adoption, support, and lifecycle management

Define outcome metrics across consumer and agent experience, answer quality, speed to resolution, self‑service, handoff success, adoption, conversion support, productivity, and operational reliability

Use product telemetry, user research, interaction analysis, and frontline feedback to identify friction and prioritize improvements

Create transparent portfolio reporting that connects delivery progress to user and business outcomes

Build mechanisms to identify, contain, and correct inaccurate, low‑confidence, inconsistent, or high‑friction AI experiences

Ensure AI‑enabled product experiences align with Responsible AI principles and applicable legal, regulatory, compliance, privacy, security, accessibility, and records requirements

Partner with business and technology controls teams to integrate governance into the product lifecycle rather than treating review as a final‑stage activity

Ensure clear human escalation, override, auditability, feedback, and issue‑management pathways within critical shopping and selling journeys

Lead readiness across training, communications, support, release management, monitoring, and peak‑season operations

Balance transformation speed with the reliability and trust required for Medicare sales experiences

Lead and develop a high‑performing multidisciplinary product organization with strong product judgment, technical fluency, delivery discipline, and customer empathy

Create clarity across teams by defining mission, outcomes, roles, decision rights, and shared ways of working

Influence senior business and technology leaders across a matrixed organization and resolve competing priorities through evidence and transparent tradeoffs

Attract modern product and delivery talent while elevating the capabilities of existing teams through coaching and hands‑on leadership

Model urgency, curiosity, accountability, humility, and a willingness to challenge legacy assumptions in service of users and outcomes

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:

Bachelor's degree or equivalent practical experience

5+ years of demonstrated experience in artificial intelligence (AI), machine learning, generative AI, AI agents, or related technologies. Expertise may be acquired through professional experience, graduate research, academic achievement, open‑source contributions, certifications, entrepreneurial ventures, or independent projects

Demonstrated success transforming a digital product organization or complex product portfolio within a modern, technology‑enabled company

Experience leading multiple customer‑facing and employee‑facing digital products through strategy, delivery, adoption, optimization, and lifecycle decisions

Proven ability to connect product experience, platform architecture, data, AI, and engineering delivery into a cohesive roadmap

Solid technical fluency with modern software delivery, APIs, cloud platforms, data products, AI architectures, product telemetry, experimentation, and quality practices

Working knowledge of conversational AI and voice experience concepts, including IVR, contact center integration, speech recognition, natural language understanding, call routing, digital‑to‑voice handoffs, and agent desktop connectivity

Hands‑on familiarity with AI‑assisted development tools and agentic engineering workflows, such as Claude Code, Codex, or comparable coding agents

Experience leading cross‑functional product, design, engineering, data, and operations teams in a large, matrixed environment

Exceptional ability to simplify complexity, make decisions with incomplete information, and communicate clearly with executives and delivery teams

Demonstrated user‑first product judgment, delivery discipline, and success improving speed without sacrificing quality or trust

Preferred Qualifications:

10+ years of experience in digital product management, software product development, technology transformation, platform leadership, or related roles

Experience in healthcare, Medicare, insurance, financial services, travel, retail, or another complex and highly regulated consumer industry

Experience modernizing digital shopping, marketplace, commerce, customer service, contact center, CRM, or sales enablement ecosystems

Experience building multi‑persona platforms that adapt context, permissions, workflows, and recommendations by user type

Experience with conversational AI, retrieval‑augmented generation, agentic workflows, shared knowledge platforms, recommendation systems, or next‑best‑action capabilities

Experience designing seamless digital‑to‑human and human‑to‑digital handoffs across channels

Experience leading platform consolidation, capability reuse, shared services, or migration from fragmented product stacks

Experience establishing AI evaluation, observability, human‑in‑the‑loop, or model and content quality practices

Experience operating high‑volume or peak‑season digital and contact‑center experiences

Passion for improving health care simplicity at scale, even if prior health care experience is limited

Modern product transformation leader who has changed how teams organize, build, ship, measure, and learn

Delivery expert who can move from strategy to shipped outcomes and is comfortable working deeply with engineering and architecture

Experience‑first systems thinker who sees the complete journey rather than separate tools and channels

Technically credible product leader who understands AI‑enabled software delivery and can challenge teams constructively

User advocate who simplifies complex experiences for consumers and sales professionals

Portfolio integrator who creates shared direction across products while preserving the context each persona requires

Change leader who brings energy and outside perspective while respecting the expertise of a regulated enterprise

*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 $134,600 - $230,800 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.: 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 believe everyone- of every race, gender, sexuality, age, location and income- des­erves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. 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.

UnitedHealth Group is committed to working with and providing reasonable accommodations to individuals with physical and mental disabilities. If you need special assistance or accommodation for any part of the application process, please call to be connected to Recruitment Services. Recruitment Services hours of operation are 7 a.m. to 7 p.m. CT, Monday through Friday.

UnitedHealth Group is a registered service mark of UnitedHealth Group, Inc. The UnitedHealth Group name with the dimensional logo, as well as the dimensional logo alone, are both service marks for the UnitedHealth Group, Inc.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

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