Customer Engagement Senior Manager

Job description

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale.

Join us to start Caring. Connecting. Growing together. The Sr. Manager - Customer Engagement leads a global team responsible for managing business relationships, escalation governance, and engagement across IT Support Services (ITSS) for US and international OGA operations. This role acts as a critical bridge between business stakeholders and technology teams, ensuring seamless service delivery, proactive engagement, and adoption of ITSS capabilities to improve employee experience and operational outcomes.

Drives global customer engagement, escalation governance, and business-IT alignment to enable proactive service delivery and improved employee experience across ITSS.

Primary Responsibilities

• Customer Engagement & Governance
• Establish and operationalize a structured engagement model across US and international business partners, including defined cadence, governance, and accountability frameworks
• Build and maintain solid relationships with business POCs, acting as the single point of contact for ITSS engagement and service alignment Drive Voice of Customer (VoC) integration, translating feedback into actionable improvements for ITSS services and capabilities
• Escalation & Incident Management
• Lead end-to-end escalation management, ensuring prioritization based on business impact and timely resolution of high-severity incidents
• Identifies and implements proactive escalation strategies by leveraging data insights and business feedback to anticipate risks, streamline response mechanisms, and prevent issue recurrence
• Ensure closed-loop resolution, including root cause analysis, communication, and prevention of repeat issues
• Business-IT Alignment & Change Enablement
• Act as a bridge between business and IT, translating operational needs into technology priorities and ensuring solution alignment
• Partner with Tech Experience and product teams to socialize new technologies and drive adoption across business units Leverage data-driven insights (CSAT, incident trends, usage metrics) to influence prioritization and continuous improvement
• Global Team Leadership
• Lead and develop a distributed team across onshore (US) and offshore (Philippines) locations, ensuring alignment on goals, processes, and service delivery
• Establish a high-performance culture centered on accountability, responsiveness, and customer-centricity
• Provide leadership during peak periods and major incidents, ensuring team readiness and operational resilience Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment).
• The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so Key Priorities Stand up and scale a standardized customer engagement and escalation governance model globally
• Strengthen business partnerships across US and OGA operations to ensure alignment on priorities and outcomes
• Improve adoption of ITSS tools and self-service capabilities to reduce demand and improve experience Shift from reactive escalation management to proactive, insight-led engagement Success
• Measures Operational Reduction in escalations and faster resolution times through structured management Increased adoption of ITSS capabilities driving improvements in CSAT, deflection, and efficiency
• Solid alignment between business and IT, especially during high-severity events People & Leadership High-performing, globally aligned team with clear ownership and accountability
• Solid credibility and trust with business and technology stakeholders Recognition as a strategic partner enabling business outcomes, not just an escalation function Required Qualifications: 10+ years of IT experience Deep experience in incident/escalation management and IT service operations (ITSM)
• Proven solid stakeholder management and executive communication skills
• Proven ability to lead global, distributed teams
• Proven ability to drive change adoption and influence without authority
• Proven data-driven mindset with focus on continuous improvement and customer experience Work Set-up: Hybrid Work Set-up Shift Schedule: US Central Time (8PM-5AM PHT)

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. Optum is a drug-free workplace. © 2026 Optum Global Solutions (Philippines) Inc. All rights reserved.