Senior Global IT Customer Engagement Leader

UnitedHealth Group; Muntinlupa; Hybrid; Confidential; Full time

Benefits offered by this job

Hybrid Work Setup

Shift Schedule US Central Time

Job summary

UnitedHealth Group’s Optum Global Solutions (Philippines) Inc. seeks a Sr. Manager - Customer Engagement to lead a global ITSS engagement and escalation program.

You will partner with US and international business partners to drive proactive service delivery, CSAT improvements, and cross‑functional adoption of new technologies. In this hybrid role, you will manage a distributed team across US and PH, establish governance, monitor metrics, and ensure timely resolution of high‑severity incidents

Qualifications

• 10+ years in IT with strong incident and escalation experience.
• Proven ability to manage ITSM operations and service delivery.
• Excellent stakeholder management and executive communication skills.
• Experience leading globally distributed teams (US/PH).
• Proven ability to drive change adoption without formal authority.
• Data-driven mindset with focus on customer experience and CSAT.

Responsibilities

• Establish and operationalize a structured engagement model across US and international partners.
• Build relationships with business POCs, serving as the single ITSS contact for engagements.
• Drive Voice of Customer integration and translate feedback into service improvements.
• Lead end-to-end escalation management with priority based on business impact.
• Identify proactive escalation strategies using data insights and trends.
• Ensure closed-loop resolution with root-cause analysis and communications.
• Bridge business needs with IT priorities to ensure solution alignment.
• Lead a distributed team across US and Philippines with accountability and resilience.

Skills

IT governance & escalation

Stakeholder management

Global team leadership

Change enablement

Data-driven decision making

Incident management

Job description

UnitedHealth Group’s Optum Global Solutions (Philippines) Inc. seeks a Sr. Manager - Customer Engagement to lead a global ITSS engagement and escalation program.

You will partner with US and international business partners to drive proactive service delivery, CSAT improvements, and cross‑functional adoption of new technologies. In this hybrid role, you will manage a distributed team across US and PH, establish governance, monitor metrics, and ensure timely resolution of high‑severity incidents