Global Customer Engagement & Escalation Lead (Hybrid)

Optum; Muntinlupa; Hybrid; PHP 2,000,000 - 3,000,000; Full time

Benefits offered by this job

Hybrid work setup

US Central Time shift

Job summary

UnitedHealth Group seeks a Sr. Manager of Customer Engagement to lead a global ITSS engagement program across US and international partners. You will manage governance, voice of the customer, and escalation strategies to improve employee experience and service delivery.

The role requires deep ITSM experience, stakeholder management, and proven ability to lead distributed teams in a hybrid work setting. Strong communication is essential.

Qualifications

• 10+ years of IT experience.
• Deep experience in incident/escalation management and IT service operations (ITSM).
• Proven solid stakeholder management and executive communication skills.
• Proven ability to lead global, distributed teams.
• Proven ability to drive change adoption and influence without authority.
• Proven data-driven mindset with focus on continuous improvement and customer experience.

Responsibilities

• Lead global customer engagement across ITSS with US and international partners.
• Oversee escalation governance and end-to-end incident management.
• Translate business needs into technology priorities and drive adoption.
• Build and mentor a distributed onshore/offshore team.

Skills

ITSM

Stakeholder management

Executive communication

Global team leadership

Change adoption

Data-driven mindset

Job description

UnitedHealth Group seeks a Sr. Manager of Customer Engagement to lead a global ITSS engagement program across US and international partners. You will manage governance, voice of the customer, and escalation strategies to improve employee experience and service delivery.

The role requires deep ITSM experience, stakeholder management, and proven ability to lead distributed teams in a hybrid work setting. Strong communication is essential.