Role Description This position is National Remote. You’ll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges. A Production Supervisor Analyst (PSA) within the Optum Financial Contact Center (OFCC): This role is a vital component, and directly supports the supervisory team for the Resolution Experience Team (RET). PSAs are responsible for: - Executing projects and initiatives - Building and analyzing reports - Managing call escalations - Performing research inquiries - Handling inbound and outbound calls (outreach) - Maintaining Queue and Real-Time Adherence (RTA) support - Assisting Customer Service Representative Leads via Help Desk/Chat support - Coaching and presentation management This position is full time Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 11:30am - 08:00pm CST. Mandatory overtime is required during peak season (first few weeks of January) - may require weekend and evenings, per business need. We offer 5 weeks of on-the-job training during an 8‑hour shift, scheduled between 8:00 AM and 8:00 PM CST. Primary Responsibilities: - Manage daily, weekly, monthly, and quarterly deliverables: perform and audit agent call listening sessions, present call calibrations for Quality Assurance - Solid working knowledge of how to execute on project deliverables in a fast-paced environment - Prepare and present information to leadership for next steps and decision making; provide explanations and information to Operations - Capture, analyze, organize, and prioritize business requirements for moderately complex technical projects - Handle inbound/outbound calls to support Service Levels and Operational Performance; assist with inbound calls queues due to increased call volume - Execute outreach campaigns to improve customer satisfaction - Create reports and present team results by using AI and analytical tools; NPS and Customer Experience focused - Coach Tier 1 agents on Performance Metrics; manage KPI performance - Responsible for owning projects and ensuring they meet deadlines - Prepare and present monthly business reviews, including creating presentation decks using Microsoft PowerPoint 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. Qualifications - High School Diploma / GED - Must be 18 years of age OR older - Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications - Experienced in monitoring and meeting key performance indicators (KPIs) - Experience working in a call center or handling a high volume of customer service inquiries - Intermediate experience in creating professional Microsoft PowerPoint decks and presenting to stakeholders and leadership - Intermediate experience with Microsoft Excel (data entry, sort / filter, and work within tables) - Ability to attend training for the first five weeks during an 8‑hour shift, scheduled between 8:00 AM and 8:00 PM CST - Ability to work any of our 8- hour shifts between 11:30AM – 08:00PM CST, Monday – Friday. Mandatory overtime is required during peak season (first few weeks of January) - may require weekend and evenings, per business need Preferred Qualifications - 2+ years of customer service experience analyzing and solving customer problems OR 2+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties - 1+ years of call center experience - Experienced in First Call Resolution (FCR), with a focus on identifying and addressing the root causes of customer issues - Advanced Microsoft Excel experience - PivotTables and VLOOKUP for data analysis and reporting - Experience using Miro boards for journey mapping and collaborative workflow design - Experience using Glassbox or Jukebox tools to support post call survey systems and identify insights within digital user interactions Telecommuting Requirements - Ability to keep all company sensitive documents secure (if applicable) - Required to have a dedicated work area established that is separated from other living areas and provides information privacy - Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service Soft Skills - Demonstrates strong grammar, spelling, and formatting skills in professional correspondence - Speaks confidently and professionally with internal and external stakeholders - Ability to handle escalations professionally and effectively, with a focus on de-escalating situations and resolving issues in a calm and solution-oriented manner Benefits - Comprehensive benefits package - Incentive and recognition programs - Equity stock purchase - 401k contribution (all benefits are subject to eligibility requirements) 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.

• Engineer Secure and Resilient Infrastructure: Design, build, maintain, and improve secure, scalable, and highly available infrastructure in our multi-cloud environment (primarily AWS) using Infrastructure as Code (IaC) principles with tools like Terraform, Kubernetes, and Helm. • Automate Proactive Security: Engineer and automate threat detection, incident response, and vulnerability management processes. You will build the tools and workflows that allow us to respond to threats at machine speed. • Secure the Software Development Lifecycle: Architect and secure our CI/CD pipelines, integrating automated security tooling (SAST, DAST, SCA) to provide developers with fast, actionable feedback. • Master Container Security: Manage, operate, and secure our container orchestration platform (Kubernetes), implementing best practices for container security from the registry to runtime, including knowledge of hardening requirements such as CIS Benchmarks or DISA STIG. • Lead Incident Response: Act as a technical lead during security and reliability incidents, driving resolution and conducting blameless post-mortems to engineer preventative solutions. • Drive Automated Compliance: Implement and automate technical controls to ensure continuous compliance with frameworks such as FedRAMP, SOC 2, and ISO 27001. • Mentor and Lead: Serve as a subject matter expert for security and reliability, mentoring other engineers and championing a culture of operational excellence and security ownership across the organization.

• Manage 3–4 Team Leads across all concierge functions. • Provide daily coaching, feedback, and support to develop their judgment and leadership. • Build a culture where ownership, precision, and empathy are balanced with speed and quality. • Conduct regular reviews to support team member growth and performance. • Direct all client-facing operations during your shift with real-time decision-making. • Allocate resources, manage escalations, and resolve complex issues with calm confidence. • Ensure seamless handovers between shifts—nothing falls through the cracks. • Maintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team management. • Own the end-to-end client journey for your shift—every request, quote, booking, and follow-up. • Personally handle VIP clients and high-complexity situations requiring senior judgment. • Ensure clients receive timely updates, proactive solutions, and service exceeding expectations. • Turn service recovery moments into opportunities that strengthen client relationships. • Submit at least two documented process improvements per month that increase efficiency or quality. • Spot patterns in client feedback, system inefficiencies, and team performance—and solve them systematically. • Partner with Process Management and other teams to streamline workflows. • Use data to make decisions, validate improvements, and track impact. • Work closely with Product, Operations, and Leadership to implement new systems and scale consistency across shifts. • Represent the voice of both clients and your team in strategic discussions. • Contribute insights that shape how we grow globally while maintaining service quality.

• Manage 3–4 Team Leads across all concierge functions. • Provide daily coaching, feedback, and support to develop their judgment and leadership. • Build a culture where ownership, precision, and empathy are balanced with speed and quality. • Conduct regular reviews to support team member growth and performance. • Direct all client-facing operations during your shift with real-time decision-making. • Allocate resources, manage escalations, and resolve complex issues with calm confidence. • Ensure seamless handovers between shifts—nothing falls through the cracks. • Maintain 95%+ SLA adherence and 98%+ data accuracy through effective systems and team management. • Own the end-to-end client journey for your shift—every request, quote, booking, and follow-up. • Personally handle VIP clients and high-complexity situations requiring senior judgment. • Ensure clients receive timely updates, proactive solutions, and service exceeding expectations. • Turn service recovery moments into opportunities that strengthen client relationships. • Submit at least two documented process improvements per month that increase efficiency or quality. • Spot patterns in client feedback, system inefficiencies, and team performance—and solve them systematically. • Partner with Process Management and other teams to streamline workflows. • Use data to make decisions, validate improvements, and track impact. • Work closely with Product, Operations, and Leadership to implement new systems and scale consistency across shifts. • Represent the voice of both clients and your team in strategic discussions. • Contribute insights that shape how we grow globally while maintaining service quality.