Manager Tech Project-Program Management

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 Support Enablement Sr. Project Manager is responsible for ensuring operational readiness and effective transition of new or changed technologies into support by coordinating policies, procedures, communications, and training across IT and support teams. This role partners with project leads, technical teams, and support organizations to participate in pilots, identify and resolve project-related issues, and ensure accurate, timely documentation and communication to L1, L2, and other stakeholders.

Primary Responsibilities

Key responsibilities include reviewing end‑user and support communications, collaborating on knowledge articles and training content, identifying automation and self‑service opportunities, establishing project reporting, and capturing lessons learned post‑deployment.

The role also helps define and refine support enablement processes while actively managing assigned milestones to ensure smooth, sustainable adoption of technology changes.

• Operational Readiness and Enablement Strategy
• Own ITSS operational readiness strategy for new and changing technologies, ensuring consistent service introduction and supportability outcomes
• Serve as a principal decision authority for readiness, risk acceptance, and launch sequencing
• Influence upstream designs to embed support, sustainability, and customer experience from inception
• People and Team Management
• Provide indirect people leadership for Project Managers within ITSS Enablement
• Coach, mentor, and develop team members, supporting skill growth
• Build a high‑performing, accountable delivery culture emphasizing ownership, operational rigor, and outcomes
• Serve as a role model for Optum leadership behaviors, inclusion, and cross‑team collaboration
• Executive and Cross‑Functional Influence
• Act as a trusted advisor to lead Project Managers, Directors, Sr. Directors and senior leaders across Technology, Operations, and Clinical partners
• Represent ITSS Enablement in enterprise and project forums, advocating for frontline support, end‑user experience, and operational excellence
• Governance, Risk and Financial Stewardship
• Own project‑level governance, RAID management, and escalation models
• Proactively identify and mitigate operational, technical, and organizational risk
• Monitor ITSS MBO, KPIs and other critical measures such as AHT, Incident Rates, FCR to ensure delivery efficiency and value realization
• Capability Building and Organizational Maturity
• Contribute to and refine delivery frameworks, playbooks, and enablement assets to scale ITSS performance
• Adopt and adapt standardization and continuous improvement across processes, tools, and delivery practices
• Influence TPM maturity beyond ITSS, contributing to broader Optum delivery excellence
• 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
  

• Bachelors degree or equivalent relevant experience in technology, business, or a related field
• 6+ years of progressive experience in technology project and/or program management, with demonstrated ownership of moderately complex to complex initiatives
• Demonstrated people management experience, including performance management and coaching
• Experience leading cross-functional project teams within technology and operational environments; ability to influence without formal authority. Partnering with IT, support, training, and technical teams across ITSS and Optum.
• Solid experience operating in highly matrixed, enterprise environments, partnering effectively across IT, business, and support organizations
• Working knowledge of operational readiness concepts (training, knowledge, support model alignment), particularly within service or contact center environments (OGA-aligned)
• Experience leveraging data, reporting, and structured project management practices to drive visibility, decision-making, and continuous improvement. Utilizes service metrics and reporting to drive readiness, efficiency, and first‑call resolution.
• AI‑Enabled Knowledge & Self‑Service - Leveraging AI tools to improve knowledge quality and reduce support demand.
• Process Improvement & AI knowledge - Identifying AI‑driven automation and workflow opportunities to streamline processes.
• Demonstrated success delivering projects end-to-end, including planning, execution, risk management, and operational readiness across multiple stakeholders
• Proven clear communication & Content Review - Validating accuracy and clarity of support, training, and end‑user communications.
• Proven change & Support Readiness Management - Ensuring new and changing technologies are operationally ready for L1/L2 support.
• Proven ability to manage competing priorities and multiple concurrent initiatives, ensuring delivery timelines, quality, and stakeholder expectations are met
  
  

• Leadership experience within IT Support Services (ITSS), End User Support, or Service Enablement
• Experience in healthcare, clinical, or regulated environments
• Experience building or scaling delivery teams or organizational capability
• Senior‑level stakeholder engagement and influence experience
• Proven solid grounding in operational readiness, service introduction, or ITIL concepts