Senior Capability analyst

UnitedHealth Group; Dadri; On-site; INR 1,350,000 - 1,650,000; Full time

Job summary

UnitedHealth Group’s Optum unit seeks a Senior Product Owner to lead the roadmap for Contact Center Applications in support of health services delivered from India. You will partner with design, analytics, development and QA teams to translate business needs into clear requirements and deliver value across multiple projects.

The role requires CSPO/POPM certification, 7+ years in US healthcare or contact centers, and strong communication with USA shift overlap.

Qualifications

• CSPO or POPM certification is required.
• 7+ years of experience in US Healthcare/Contact Center.
• 5+ years of product owner/management experience.
• Experience creating user stories and features.
• Understanding of contact center architecture.
• Familiarity with AI use cases in contact centers.
• Experience with CA Rally, Aha or Jira.
• Strong communication skills.
• Willingness to work USA overlap shift timings (3:30 pm to 1:00 AM).

Responsibilities

• Develop, maintain, and oversee delivery of the product roadmap for Contact Center Applications.
• Define the vision for Optum's Contact Center platform in collaboration with stakeholders and business partners.
• Translate business needs into clearly documented requirements.
• Collaborate with a cross-functional team of designers, business analysts, developers, testers and others to develop and execute against roadmaps and release plans.
• Write and manage business requirement documents, mapping documents and functional specifications.
• Continuously and transparently communicate backlog priorities and development status via demos and release plans.
• Work with Scrum Masters to guide delivery teams.
• Provide direction and support to development and QA teams.
• Work concurrently on several projects with varying instructions.
• Build positive professional relationships with internal and external customers.
• Comply with all applicable policies and flexible work arrangements.

Skills

Product ownership

Cross-functional collaboration

Communication skills

Agile / Scrum

Requirement documentation

Education

BE/B.Tech / MCA / MTech / MBA

Tools

CA Rally

Aha

Jira

Job description

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

Primary Responsibilities:

• Product or Capability Management experience driving technology enabled initiatives in Contact Center applications
• Develop, maintain, and oversee delivery of the product roadmap for Contact Center Applications
• Define the vision for Optum's Contact Center platform in collaboration with relevant stakeholders and business partners to understand and anticipate their needs
• Translate business need into clearly documented requirements and work with Technical Product Owner/Delivery leads to refine as appropriate
• Collaborate with a cross-functional team of designers, business analysts, developers, testers and others to develop and execute against Product Roadmaps and Release Plans
• Ability to write and manage business requirement documents, mapping documents and functional specifications. Act as the liaison between business, developers, and project management groups
• Continuously and transparently communicate with internal stakeholders the prioritization of the Product Backlog and the status of development efforts via Product Demos and Release Plans
• Work with Scrum Masters to help direct, motivate, and guide the delivery teams
• Provide direction and support to development and quality assurance teams
• Work concurrently on several projects, each with specific instructions that may differ
• Work independently on projects, where tasks are self-determined and not specifically assigned
• Build positive professional relationships with internal and external customers
• Comply with all applicable Company policies, procedures, and business directives, changes including those relating to work location, team assignments, work schedules, and flexible work arrangements

Required Qualifications:

• BE/ B.Tech /MCA/M. Tech/MBA
• CSPO or POPM certification
• 7+ years of relevant experience in US Healthcare/ Contact Center industry
• 5+ years of product owner / product management experience
• Experience in Creating User Stories, Features
• Understanding of Contact center architecture
• Familiarity with AI and related Use cases in contact center industry
• Working knowledge of CA Rally /Aha/Jira, etc
• Proven solid Communication skill
• Flexibility with working on USA overlap shift timings (3:30 pm to 1:00 AM)

Preferred Qualifications:

• Experience of any contact center platform like Amazon Connect/Genesys
• Experience of working in a contact center

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.