Global IT Customer Engagement Leader

Optum, a UnitedHealth Group Company; Mimaropa; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Job summary

Optum is seeking a Sr. Manager - Customer Engagement to lead a global ITSS engagement team across US and international partners, including escalation governance and VoC-driven improvements.

The role bridges business and technology to improve employee experience and service delivery while guiding a distributed team in US and Philippines. The position requires a strong track record in IT service operations, stakeholder management, and data-driven decision making, with a hybrid work setup and

Qualifications

• 10+ years of IT experience.
• Deep experience in incident/escalation management and IT service operations (ITSM).
• Proven 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

• Establish and operationalize a structured engagement model across US and international business partners.
• Lead end-to-end escalation management with timely resolution of high-severity incidents.
• Bridge between business and IT to translate needs into technology priorities.
• Lead and develop a distributed team across onshore (US) and offshore (Philippines).
• Drive VoC integration and adoption of ITSS capabilities to improve employee experience and outcomes.

Skills

IT leadership

Stakeholder management

Executive communication

Global team leadership

Change adoption

Data-driven mindset

Job description

Optum is seeking a Sr. Manager - Customer Engagement to lead a global ITSS engagement team across US and international partners, including escalation governance and VoC-driven improvements.

The role bridges business and technology to improve employee experience and service delivery while guiding a distributed team in US and Philippines. The position requires a strong track record in IT service operations, stakeholder management, and data-driven decision making, with a hybrid work setup and