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Senior Product Manager- Operations Management – Dublin or Letterkenny/ Hybrid

Optum is a global organisation 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 a culture guided by diversity and inclusion, 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.

About the Role:

As a Fortune 5 business, we’re one of the world’s leading healthcare companies. There are no limits here on the resources you’ll have or the challenges you’ll encounter.

We have been supporting global healthcare systems from Ireland and the UK for more than 20 years, building a dynamic and diverse team of more than 2,100 talented individuals. With a continued record of growth and stability, we're on the constant lookout for fresh talent to join our expanding teams.

Optum is looking for an experienced, curious, and self-motivated individual to join a team that will be responsible for the development of new products and services for the organization. Partnering with technical teams and the business, they will provide subject matter expertise and build strong relationships with our customers and internal stakeholders.

The successful candidate will contribute bringing solutions to the market and support our organization during product development and operations. We are looking for people who can collaborate cross-functionally, demonstrate exceptional attention to detail, have proven product management experience, and the ability to operate flexibly in a rapidly changing work environment.

The successful candidate will report to the VP of Business Development, Emisar.

Careers with Optum offer flexible work arrangements and individuals who live and work in the Republic of Ireland will have the opportunity to split their monthly work hours between our Dublin or Letterkenny office and telecommuting from a home-based office in a hybrid work model.

Primary Responsibilities:

• Assist in the development of new products to meet customer requirements and needs

o Assisting and supporting technical teams in the design and deployment of tools and products into the marketplace

o Participating in all phases of product development life cycle including deployment, post-live support, and operational support

• Partner with the business to identify and create strategies to improve products and services offered to our customers

• Ensure product delivery, customer satisfaction, and monitor performance metrics

o Increase user engagement, gather uses and customer feedback

• Lead Customer Support, Operations and Services post deployment and go-live

• Handle customer relationships and proactive engage to prevent issues

• Ensure customer experience, build trust, and improve operational efficiency

o Onboarding new customers

o Providing training and support

o Managing customer relationships

o Overseeing customer metrics, activity, and customer behaviour

• Understand how customers are interacting with the organization

• Develop service procedures, policies, standards and follow up with customers where required

• Ensure internal and product operations run smoothly, are optimized and cost-effective

• Lead activities such as onboarding customers and provisioning users

• Oversee Customer Support, Operations and Services post deployment and go-live

• Handle customer relationships and proactive engage to prevent issues

o Supporting Incident Management and follow ups with users

o Managing and Monitoring operations metrics and reporting

o Improving existing data processes and proposing improvements and fixes to data, systems and SW

o Assist Governance, Ways of Working, Documentation, Risk Management and other aspects of internal operations to keep products at the highest quality and compliance level

You will be rewarded and recognised 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 providing development for other roles you may be interested in.

Required Qualifications:

• Degree Qualified (BA, BS) in a relevant field (IT/Computer sciences, SW development, Operations, Data Analytics, Data Science, Engineering, Economics, Business) or equivalent experience

• Significant experience in operations, customer success, product development and/or product management experience

• Experience with Customer Relationship Management Software or similar customer facing platforms

• Experience working in a customer success team, customer support operations, technical support, or customer service

• Knowledge of Project Management methodologies, like PRINCE2 or other, and/or account management best practices

• Ability to operate flexibly in a rapidly changing work environment

• Strong analytical and problem-solving skills

• Strong organizational skills

• Strong written and verbal communication skills, presentation skills

• Experience working in a large multinational company or similar environment

• Proficiency with MS Suite like Word, Excel, PowerPoint, etc. Sharepoint and Visio

Preferred Qualifications:

• Master’s, M.B.A., or PhD in a relevant field

• Business Acumen, customer facing mindset and/or relevant experience

• Experience in pharmacy benefit management, pharmacy, healthcare consultancy or related fields

• Knowledge of Application and SW development/implementation methodologies like Agile and Scrum, or similar

All telecommuters will be required to adhere to the UnitedHealth Group’s Telecommuter Policy.

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 marginalised 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.

Diversity creates a healthier atmosphere: Optum is an Equal Employment Opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, civil status, family status, sexual orientation, disability, religion, age, race, and membership of the Traveller community, or any other characteristic protected by law. Optum is a drug-free workplace. © 2024 Optum Services (Ireland) Limited. All rights reserved.