AI-Enabled Service Designer (Remote)

Dovetail Health Inc.; Boston (MA); Remote; USD 113,000 - 193,000; Full time

Job summary

Optum is seeking a Service Designer, AI & Product Office, to shape how care and operations change when an AI-enabled product arrives. You will map current care delivery and design the future-state workflows, roles, and policies across local markets.

The role collaborates with product, design, engineering, deployment, and clinical teams, embedding with care teams to identify problems, design solutions, and measure enterprise impact.

Qualifications

• 7+ years of experience in operations, process improvement, or service design in care delivery settings.
• Experience in the healthcare industry and/or within a large, complex, matrixed organization.
• Designed a new service or operating model with clinical or operational teams and seen it through launch.
• Experience planning and facilitating Lean, kaizen, or similar events with frontline teams.
• Experience using AI tools at work or personal projects; interview discussion anticipated.
• Senior individual contributor: owns hard problems end to end across functions.
• Working proficiency with GitHub and AI coding/tools, plus mapping and analytics tools.
• Demonstrated ability to operate at enterprise and market levels and to distinguish which decisions belong where.
• Strong business acumen: defines measures, builds baselines, analyzes results (spreadsheets/SQL).
• Proven writing ability: documenting decisions, findings, disagreements.
• Proven ability to build relationships across care teams and operations.

Responsibilities

• Embed with local teams to shadow and map current care delivery end-to-end across settings.
• Plan kaizen events and design future-state workflows with frontline staff.
• Write weekly observations and translate them into decisions for the team and next market.
• Design service blueprint around each product: roles, workflows, staffing, and policy changes.
• Partner with product, design, and engineering to determine product and operational needs.
• Collaborate with market operations leaders and clinical leaders on operating decisions at market vs enterprise level.

Skills

Operations design

Process improvement

Service design

AI tooling experience

Project leadership

Enterprise risk awareness

Stakeholder management

Data literacy (SQL/spreadsheets)

Education

Bachelor's degree in related field

Advanced degree welcome

Tools

GitHub

AI agent tools

SQL

Analytics tools

Job description

Optum is seeking a Service Designer, AI & Product Office, to shape how care and operations change when an AI-enabled product arrives. You will map current care delivery and design the future-state workflows, roles, and policies across local markets.

The role collaborates with product, design, engineering, deployment, and clinical teams, embedding with care teams to identify problems, design solutions, and measure enterprise impact.