Senior Performance Program Manager - Messaging - Remote

At UnitedHealthcare, we’re simplifying the health care experience, creating healthier communities and removing barriers to quality care. The work you do here impacts the lives of millions of people for the better. Come build the health care system of tomorrow, making it more responsive, affordable and equitable. Ready to make a difference? Join us and start doing your life's best work.(sm)

Transforming health care for everyone takes a huge effort. But we never said major impact was easy. At UnitedHealthcare, we are working to create a system that is connected, aligned and more affordable for all involved. One that delivers high quality care, responsive to the needs of each person and the communities in which they live. And as part of the UnitedHealth Group family of businesses, we have the support and resources of a Fortune 5 industry leader to do so. 

We are on a movement to communicate with our members in the way they want to communicate - Consumers want to engage with us via messaging because it aligns with how they go about their daily lives, which is often mobile.  Consumers understand that getting two people together for a synchronous conversation is not easy (or even necessary).  Many people today say that they text more than they talk on their smartphones, and we are on a mission to deliver an amazing communication experience for our members.  If you are excited about being part of this journey, then read on. 

The Senior Performance Product Manager will work closely with key stakeholders across the organization to convey business value and performance opportunities with the Financial Planning & Analysis (FPA) Business Intelligence Reporting Team and IT partners to ensure our data infrastructure continues to support the business needs. The role will be tasked with designing, developing, and maintaining the performance management reports, data visualizations, and/or dashboards across all lines of business as it relates to advocate messaging capabilities (Chat support). This includes redesign, where applicable, of current reporting framework, rationalization to reduce duplication, automation wherever possible and the inclusion of meaningful KPIs (Key Performance Indicators).

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

Design and/or improve business value metrics that would articulate and convey that service is continuously maturing to properly meet our member’s needs (ex: chat resolution rate, bot resolution rate, completion rates, etc.)
Develop and maintain performance reporting and interactive visualizations or dashboards inclusive of system availability, system performance, transaction success rates
Support technical performance and stability activities and will focus on continued opportunities to further scale and stabilize the upstream and downstream systems that support the advocate facing digital chat experiences
Identify potential data gaps between business requirements and current data availability and/or infrastructure
Incorporate changes, make enhancements, and update tools as necessary based on new business requirements, incentive plan changes and new plan methodologies
Increase efficiency by constantly reassessing processes, identifying opportunities for automation and/or improving data infrastructure
Work with internal business partners to ensure consistency in the calculation and application of performance metrics
Create and facilitate strategic functionality initiatives that would improve messaging performance, resiliency, and stability

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

Experience with Data Visualization and Business Intelligence (BI) Tools: Proficiency in Power BI, Tableau, or other equivalent BI and data visualization tools to design and maintain performance management reports and interactive dashboards
Experience with Programming Languages: Familiarity with SQL for database management and querying, as well as R and/or Python for data manipulation, analysis, and automation
Familiarity with Cloud-based Environments: Cloud platforms such as Amazon Web Services (AWS) to manage, store, and process data securely and efficiently
Demonstrated knowledge of Excel for data analysis, reporting, and visualization, including the use of formulas, pivot tables, charts, and other advanced features
Experience with Project Management and Planning Tools: Familiarity with project management tools like Asana, Trello, or Microsoft Project to organize, track, and manage tasks, projects, and deadlines
Experience with Version Control Systems: Knowledge of version control systems such as Git or SVN to manage and track changes in code and scripts, enabling efficient collaboration with other developers and data analysts

Careers with UnitedHealthcare. Work with a Fortune 5 organization that’s serving millions of people as we transform health care with bold ideas. Bring your energy for driving change for the better. Help us improve health access and outcomes for everyone, as we work to advance health equity, connecting people with the care they need to feel their best. As an industry leader, our commitment to improving lives is second to none.

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy

California, Colorado, Connecticut, Nevada, New York, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Nevada, New York, Rhode Island or Washington residents is $101,200 to $184,000. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives.

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.