The AI Marketplace team is seeking an
Operations Analyst responsible for owning and executing critical operational workflows that support Optum Real product activation, onboarding, and lifecycle management. This role plays a key part in ensuring timely, accurate, and scalable delivery of subscription-based products while enabling the Product team to focus on automation and platform innovation.
This role requires a hands-on, owner-operator mindset -someone who can manage high-volume operational processes with precision, identify inefficiencies, and collaborate cross-functionally to improve workflows over time. You will work across Product, Engineering, Sales, and Support teams to ensure seamless execution of order activation, account management, and provider support.
As a core member of the AI Marketplace ecosystem, you will directly impact provider onboarding experiences, SLA adherence, and overall operational efficiency. This role is ideal for someone who thrives in fast-paced environments, enjoys solving operational challenges, and is motivated to scale processes through consistency and continuous improvement.
The ideal candidate is detail-oriented, highly organized, and a strong communicator who is comfortable working across systems and stakeholders while owning outcomes end-to-end.
You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Primary Responsibilities:Operational Execution- Manage end-to-end order activation and fulfillment for Optum Real subscriptions
- Ensure timely provisioning of API access and adherence to activation SLAs (1-3 days)
- Execute subscription lifecycle actions including updates, changes, and cancellations
Account & Lifecycle Management- Coordinate account setup, updates, and ongoing management across systems
- Support subscription lifecycle management, ensuring accurate tracking and execution
- Partner with internal teams to manage account-related requests and escalations
Support & Issue Resolution- Provide Tier 1 / Tier 2 operational support for provider and internal inquiries
- Troubleshoot and resolve issues related to onboarding, activation, and account access
- Escalate complex issues and drive them through resolution
Cross-System Coordination- Execute and manage workflows across systems including Salesforce, Guardian, and Management Tool
- Perform cross-system remediation to resolve discrepancies and ensure data consistency
- Maintain accurate records and updates across all operational platforms
Sales & Stakeholder Support- Support Salesforce updates, reporting, and sales handoffs
- Collaborate with Sales and business teams to ensure smooth customer onboarding and transitions
- Track and communicate operational status, risks, and updates to stakeholders
Reporting & Process Improvement- Support generation and validation of operational reports for order tracking and activation progress
- Identify process gaps and inefficiencies in operational workflows
- Partner with Product to inform and enable automation opportunities
Automation Enablement- Assist in transitioning manual workflows into self-service and automated solutions
- Provide operational insight into automation efforts such as:
- Self-service cancellation flows
- Automated onboarding and reporting
- Conversational AI for support
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:- Bachelor's degree in Business , Operations, Technology, or related field, or equivalent experience
- 3+ years of experience in operations, support, or account management roles
- 3+ years of experience working with cross-functional systems (e.g., Salesforce or similar platforms)
- 2+ years of experience in organizational and time management skills with the ability to handle multiple requests simultaneously
Preferred Qualifications:- Experience in healthcare, SaaS platforms, or subscription-based products
- Familiarity with API-based products or onboarding workflows
- Experience supporting operational scaling or process optimization initiatives
- Exposure to automation, reporting tools, or workflow improvement efforts
- High attention to detail and ability to execute processes accurately and consistently
- Strong communication skills with the ability to work across internal teams and external stakeholders
- Proven ability to troubleshoot issues and drive resolution independently
*All Telecommuters 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 $77,000 to $137,600 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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.
#RPO #GREEN
