The Capability Manager supports the intake, planning, implementation, and ongoing management of telephonic capabilities across the Home & Community segment within Optum. This role partners with business, operational, and technical teams to understand business needs, gather and document requirements, coordinate implementations, and support capabilities throughout their lifecycle. The Capability Manager position also supports data and reporting intake, quality assurance, post-implementation support, and continuous improvement of team processes, tools, and documentation.
You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.
Primary Responsibilities:- Manage end-to-end intake process, gathering requirements, prioritization, and tracking of business requests
- Partner with business stakeholders to understand operational needs, define scope and requirements, and support onboarding of new teams, programs and capabilities
- Translate business needs into documented requirements, user stories, workflows, implementation plans, and other delivery documentation
- Coordinate implementations across business, operational, and technical teams, including clear requirements, testing, readiness, go-live, post-launch support, and lessons learned
- Manage multiple concurrent initiatives, tracking milestones, dependencies, risks, issues, priorities, and delivery status
- Facilitate project meetings, Scrum meetings, stakeholder discussions, and ongoing communication needed to move work through delivery
- Maintain and improve intake data, Rally/Nimble work items, SharePoint resources, requirements documentation, templates, workflows, and team reporting
- Perform or coordinate quality assurance to validate requirements, documentation, implementation readiness, and successful delivery
- Provide ongoing support for implemented capabilities, coordinating resolution of business, process, or technology issues with the appropriate teams
- Analyze intake, delivery, and operational information to identify trends, risks, opportunities, and process improvements
- Drive standardization, automation, and continuous improvement of intake, implementation, documentation, and delivery processes
- Serve as a telephonic outreach capability and process SME, helping stakeholders understand established processes and ensuring appropriate governance and adherence
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:- 5+ years of experience in capability management, business process management, project/program management, contact center operations, healthcare operations, or related disciplines
- Experience gathering business requirements and translating business needs into documented requirements and implementation plans
- Experience coordinating cross-functional projects or implementations through requirements, testing, implementation, and post-launch support
- Experience managing multiple concurrent priorities, projects, or workstreams
- Experience partnering with business, operational, and technical stakeholders to identify needs, resolve issues, and drive delivery
- Solid analytical, problem-solving, organizational, and communication skills
- Proficiency with Microsoft Office and collaboration/project-management tools
Preferred Qualifications:- PMP, Agile/Scrum, Six Sigma, or related certification
- Experience supporting contact center operations and technologies, including Genesys Cloud or similar platforms
- Experience with intake management, Agile/Scrum practices, Rally, Nimble, or similar work-management tools
- Experience with SharePoint, Power BI, and operational reporting or data analysis
- Experience developing or improving governance processes, intake frameworks, workflows, templates, and documentation
- Experience supporting healthcare operations or other complex regulated environments
- Experience identifying and implementing process automation or continuous-improvement opportunities
- Working knowledge of healthcare privacy, security, and compliance requirements
*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The salary for this role will range from $91,700 - $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
